Mgr-Front Office II
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Key skills for this role
About the Role
JW Marriott seeks a Front Office Manager to lead all front office functions, including Bell Staff, Switchboard, Guest Services, and Retail. The role requires a high school diploma with 4 years experience or a 2-year degree with 2 years experience in hospitality.
Key Skills for This Role
Responsibilities
- Manage all front office functions including Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop
- Supervise and manage employees, ensuring day to day operations meet quality standards and guest expectations
- Achieve and exceed performance goals, budget goals, and team goals
- Ensure compliance with Front Office policies, standards, and procedures
- Provide exceptional customer service and act as the Service Champion for the Front Office
- Identify developmental needs of employees and provide coaching and mentoring
Requirements
- High school diploma or GED; 4 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; 2 years experience in guest services, front desk, or related professional area
Full Job Posting
Job Summary
- Responsible for all front office functions and staff including Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop
- Directs and works with managers and employees to execute all front office operations including guest arrival and departure procedures
- Strives to improve guest and employee satisfaction and maximize financial performance of the department
Education And Experience
- High school diploma or GED; 4 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; 2 years experience in guest services, front desk, or related professional area
Leading Guest Services Team
- Utilize 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 to demonstrate appropriate behaviors
- Supervise and manage employees; manage all day to day operations
- Establish and maintain open, collaborative relationships with employees
- Ensure recognition of employees across areas of responsibility
- Communicate performance expectations and monitor progress
- Celebrate successes and publicly recognize team contributions
Maintaining Guest Services and Front Desk Goals
- Achieve and exceed performance goals, budget goals, team goals
- Manage day to day operations ensuring quality and standards
- Develop specific goals and plans to prioritize and organize work
- Keep Front Office team focused on critical components of operations
- Conduct department meetings and communicate clear goals
- Review staffing levels to meet guest service, operational, and financial objectives
- Understand impact of Front Office operations on property financial goals
- Manage department controllable expenses to achieve budgeted goals
Managing Projects and Policies
- Ensure compliance with all Front Office policies, standards and procedures
- Ensure property policies are administered fairly and consistently
Ensuring Exceptional Customer Service
- Provide services above and beyond for customer satisfaction and retention
- Improve service by communicating and assisting individuals to understand guest needs
- Supervise and manage employees; manage all day to day operations
- Act as the Service Champion for the Front Office
- Display leadership in guest hospitality and create positive atmosphere
- Strive to improve service performance
- Empower employees to provide excellent customer service
- Ensure Front Office areas have conducive atmosphere for guest experience
- Review comment cards and guest satisfaction results to identify improvements
- Respond to and handle guest problems and complaints
- Observe service behaviors and provide feedback
Managing and Conducting Human Resource Activities
- Identify developmental needs of others and provide coaching and mentoring
- Provide guidance and direction to subordinates including setting performance standards
- Establish challenging, realistic and obtainable goals
- Solicit employee feedback and utilize open door policy
- Ensure employees are treated fairly and equitably
- Manage employee progressive discipline procedures
- Administer performance appraisal process for direct report managers
- Interview and hire managers and hourly team members
Additional Responsibilities
- Provide information to supervisors, co workers, and subordinates by telephone, email, or in person
- Analyze information and evaluate results to choose best solutions
- Inform and update executives, peers, and subordinates on relevant information
- Identify and analyze Front Office operational challenges and facilitate solutions
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