Mgr-Front Office I
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Key skills for this role
About the Role
Marriott International is seeking a Front Office Manager to oversee front office operations, manage staff, ensure guest satisfaction, and maximize financial performance at the W Hotel in Riyadh.
Key Skills for This Role
Responsibilities
- Manage daily front office operations to ensure quality standards and guest expectations are met
- Develop specific goals and plans to prioritize, organize, and accomplish work
- Handle complaints, resolve disputes, and settle grievances
- Monitor staffing levels to meet guest service, operational, and financial objectives
- Ensure ongoing communication with staff to build awareness of business goals
- Supervise and manage employees, oversee all daily operations
- Provide exceptional service to achieve customer satisfaction and retention
- Respond to and handle guest problems and complaints
- Empower staff to provide excellent customer service
- Observe service behaviors and provide feedback
- Interact with guests to obtain feedback on product quality and service levels
- Implement customer recognition/service programs
Requirements
- High school diploma or equivalent; 2 years of guest services, front desk, or related professional experience
- OR a 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no experience required
Full Job Posting
Job Overview
- Assist the Front Office Manager in managing front office functions and supervising staff daily.
- Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
- Direct and work with managers and employees to carry out procedures ensuring efficient check in and check out processes.
- Ensure guest and employee satisfaction and maximize departmental financial performance.
Education and Experience
- High school diploma or equivalent; 2 years of guest services, front desk, or related professional experience.
- OR a 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no experience required.
Core Work Activities
- Managing daily operations to ensure quality and standards.
- Developing specific goals and plans to prioritize and accomplish work.
- Handling complaints, resolving disputes, and settling grievances.
- Monitoring staffing to meet guest service, operational, and financial objectives.
- Ensuring ongoing communication with staff to build business goal awareness.
- Understanding department operations' impact on hotel financial goals.
- Using interpersonal and communication skills to lead and influence others.
- Encouraging mutual trust, respect, and cooperation among team members.
- Supervising and managing employees, overseeing all daily operations.
- Providing exceptional service to achieve customer satisfaction.
- Responding to and handling guest problems and complaints.
- Empowering staff to provide excellent customer service.
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