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 assist in managing front office functions and supervising staff at a W Hotel in Riyadh. The role involves ensuring efficient check-in/check-out procedures, guest and employee satisfaction, and maximizing department financial performance.
Key Skills for This Role
Responsibilities
- Assist the Front Office Manager in managing daily front office functions and supervising employees
- Direct and work with managers and employees to execute procedures ensuring efficient check in and check out processes
- Ensure guest and employee satisfaction and maximize department financial performance
- Handle complaints, settle disputes, and resolve grievances and conflicts
- Supervise staffing levels to meet guest service, operational needs, and financial objectives
- Train employees and monitor adherence to credit policies and procedures
- Supervise daily front desk shift operations and ensure compliance with all policies, standards, and procedures
Requirements
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area
- OR a two year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no experience required
Full Job Posting
Position Summary
- 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.
- Direct and work with managers and employees to execute procedures ensuring efficient check in and check out processes.
- Ensure guest and employee satisfaction and maximize department financial performance.
Education and Experience
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
- OR a two year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no experience required.
Core Work Activities
- Manage daily operations to ensure quality and standards and meet 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 ongoing communication with employees to build awareness of business goals, communicate expectations, recognize performance, and achieve desired results.
- Understand department operations' impact on overall hotel financial goals and objectives and manage to achieve or exceed targets.
Supporting Front Desk Team Management
- Use interpersonal and communication skills to lead, influence, and encourage others.
- Encourage and build mutual trust, respect, and cooperation among team members.
- Serve as a role model and demonstrate appropriate behavior.
- Supervise and manage employees; manage all day to day operations.
- Maintain open and collaborative relationships with employees and ensure they do the same within the team.
- Supervise all areas of the front office in the absence of the Front Office Manager or Assistant Front Office Manager.
Ensuring Exceptional Customer Service
- Provide services that are above and beyond for customer satisfaction and retention.
- Improve service quality by communicating and assisting individuals to understand guest needs.
- Respond to and handle guest problems and complaints.
- Empower employees to provide excellent customer service.
- Observe employee service behaviors and provide feedback to individuals.
Managing Projects and Policies
- Implement customer recognition/service programs and communicate the process.
- Train employees and monitor adherence to credit policies and procedures.
- Monitor sell out procedures to maximize room revenue and control hotel occupancy.
- Supervise daily front desk shift operations and ensure compliance with all policies, standards, and procedures.
- Ensure hotel policies are administered fairly and consistently.
Supporting Human Resources Activities
- Support the developmental needs of others and coach, mentor, or help others improve their knowledge or skills.
- Solicit employee feedback and review employee satisfaction results to identify and address employee problems or concerns.
- Assist in interviewing and hiring team members with appropriate skills.
- Support departmental orientation programs for new employees.
- Participate in employee progressive discipline procedures.
About W Hotels
- W Hotels is a global luxury brand with a mission to ignite curiosity and expand worlds.
- W Hotels embraces a Whatever/Whenever culture and service philosophy.
- Joining W Hotels means joining Marriott International's portfolio of brands.
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