Mgr-Front Office I
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Key skills for this role
About the Role
Marriott Executive Apartments seeks a Front Office Manager to oversee front desk operations, supervise staff, and ensure guest satisfaction. The role involves managing day-to-day operations, handling complaints, and supporting human resource activities.
Key Skills for This Role
Responsibilities
- Manage day to day operations, ensuring quality standards and meeting customer expectations
- Develop specific goals and plans to prioritize, organize, and accomplish work
- Handle complaints, settle disputes, and resolve grievances and conflicts
- Supervise staffing levels to meet guest service, operational needs, and financial objectives
- Ensure regular communication with employees to create awareness of business objectives
- Understand and manage department operations to achieve property financial goals
- Supervise and manage employees, performing duties in their absence when necessary
- Provide services above and beyond for customer satisfaction and retention
- Respond to and handle guest problems and complaints
- Support human resource activities including interviewing, hiring, and training
Requirements
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required
Full Job Posting
Job Summary
- Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis.
- Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.
- Directs and works with managers and employees to ensure efficient check in and check out process.
- Ensures guest and employee satisfaction and maximizes financial performance of the department.
Candidate Profile Education And Experience
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Maintaining Guest Services and Front Desk Goals
- Manages day to day operations, ensuring quality, standards and meeting customer expectations.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Handles complaints, settling disputes, and resolving grievances and conflicts.
- Supervises staffing levels to ensure guest service, operational needs and financial objectives are met.
- Ensures regular on going communication with employees to create awareness of business objectives.
- Understands the impact of department’s operations on overall property financial goals and manages to achieve or exceed goals.
Supporting Management of Front Desk Team
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees, managing all day to day operations.
- Establishes and maintains open, collaborative relationships with employees.
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
Ensuring Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
Managing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures.
- Supervises same day selling procedures to maximize room revenue and control property occupancy.
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
- Ensures property policies are administered fairly and consistently.
Supporting Human Resource Activities
- Supports developmental needs of others through coaching, mentoring, or helping improve knowledge or skills.
- Solicits employee feedback and reviews employee satisfaction results to identify and address problems.
- Brings issues concerning employee satisfaction to the attention of department manager and Human Resources.
- Assists as needed in interviewing and hiring employee team members with appropriate skills.
- Supports a departmental orientation program for new hire training.
- Participates in employee progressive discipline procedures.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates by telephone, in written form, e mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates executives, peers and subordinates on relevant information in a timely manner.
- Performs all duties at the Front Desk as necessary.
- Runs Front Desk shifts whenever necessary.
- Participates in departmental meetings and communicates clear and consistent message regarding Front Desk goals.
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