Mgr-Front Office I
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Key skills for this role
About the Role
Marriott International seeks a Front Office Manager to oversee daily front office operations, including bell staff, switchboard, and front desk. The role involves managing staff, ensuring efficient check-in/check-out, maximizing guest satisfaction, and driving department financial performance.
Key Skills for This Role
Responsibilities
- Assist the Front Office Manager in managing front office functions and supervising employees
- Manage daily operations to ensure quality standards and guest expectations are met
- Handle complaints, resolve disputes, and address dissatisfaction
- Monitor staffing levels to meet guest service, operational, and financial goals
- Train, coach, and mentor employees to improve service quality
- Ensure compliance with credit policies and procedures to reduce bad debt
- Oversee daily shift operations and adherence to policies and standards
- Assist with interviewing and hiring team members as needed
Requirements
- High school diploma or GED; 2 years of guest service, front desk, or related professional experience
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no experience required
Full Job Posting
職位概述
- Assist the Front Office Manager in managing front office functions and supervising employees. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Ensure efficient check in/check out, guest and employee satisfaction, and maximize department financial performance.
教育和經驗要求
- High school diploma or GED; 2 years of guest service, front desk, or related professional experience.
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no experience required.
核心工作活動
- Manage daily operations to ensure quality and standards.
- Develop specific goals and plans to prioritize and complete work.
- Handle complaints, resolve disputes, and address dissatisfaction.
- Monitor staffing to meet guest service, operational, and financial goals.
- Communicate with employees to build awareness of business objectives.
- Understand department operations impact on hotel financial goals.
支援前臺團隊管理
- Use interpersonal and communication skills to lead and influence others.
- Encourage mutual trust, respect, and cooperation among team members.
- Supervise and manage employees; perform duties in their absence.
- Maintain open collaborative relationships with employees.
- Supervise all front office areas in absence of Front Office Manager or Assistant Front Office Manager.
確保卓越的客戶服務
- Provide service beyond expectations to achieve guest satisfaction.
- Improve service quality by communicating guest needs and providing coaching.
- Respond to guest problems and complaints.
- Empower employees to provide excellent customer service.
- Observe service behaviors and provide feedback.
- Interact with guests to obtain feedback on product quality and service levels.
管理專案和政策
- Implement customer recognition/service programs.
- Train employees on credit policies and procedures.
- Monitor same day selling procedures to maximize revenue.
- Supervise daily front desk shift operations and ensure policy compliance.
- Ensure fair and consistent enforcement of hotel policies.
支持人力資源活動
- Support development needs of others through coaching and mentoring.
- Solicit employee feedback and address concerns.
- Assist with interviewing and hiring team members.
- Support department orientation programs.
- Participate in progressive discipline procedures.
其他責任
- Provide information to supervisors, coworkers, and subordinates.
- Analyze information to select best solutions.
- Notify and update relevant information to executives and coworkers.
- Perform all front desk duties as necessary.
- Conduct department meetings and communicate front office goals.
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