Mgr-Front Office II
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Key skills for this role
About the Role
Marriott International is seeking a Front Office Manager to oversee all front office functions and staff, including bell staff, switchboard, guest services/front desk, and retail/gift shop.
Key Skills for This Role
Responsibilities
- Oversee all front office functions and staff, including bell staff, switchboard, guest services/front desk, and retail/gift shop
- Lead customer service team, guide and influence others, demonstrate integrity and lead by example
- Manage daily operations, ensure quality and standards, and meet customer expectations
- Achieve and exceed performance, budget, and team goals
- Manage department controllable expenses to meet or exceed budget
- Ensure compliance with front office policies, standards, and procedures
- Provide exceptional customer service, respond to guest issues and complaints
- Interview, hire, train, and evaluate staff; manage progressive discipline
- Identify development needs and coach team members
Requirements
- High school diploma or GED; 4 years experience in guest services, front desk, or related field
- OR Associate's degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related; 2 years experience
- Strong leadership and interpersonal skills
- Ability to manage financial performance and budgets
Full Job Posting
Job Overview
- Responsible for all front office functions and staff, including bell staff, switchboard, guest services/front desk, and retail/gift shop.
- As a department head, directs and works with managers and employees to successfully execute all front office operations.
- Strives to continually improve guest and employee satisfaction and maximize department financial performance.
Education and Experience
- High school diploma or GED; 4 years experience in guest services, front desk, or related professional area.
- OR Associate's degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related; 2 years experience.
Core Work Activities
- Leading Customer Service Team: Use interpersonal and communication skills to lead, influence, and encourage others.
- Maintaining Customer Service and Front Desk Goals: Achieve and exceed goals including performance, budget, and team goals.
- Managing Projects and Policies: Ensure compliance with all front office policies, standards, and procedures.
- Ensuring Exceptional Customer Service: Provide service that exceeds expectations, improve service performance.
- Managing and Conducting Human Resources Activities: Identify development needs, coach, mentor, interview, hire, train, evaluate.
About Marriott
- Marriott International is an equal opportunity employer committed to hiring a diverse workforce.
- JW Marriott is a luxury hotel brand with over 100 hotels worldwide, focusing on employee well being and exceptional guest experiences.
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