Mgr-Front Office II
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Key skills for this role
About the Role
JW Marriott is seeking a Front Office Manager to oversee all front office functions and staff, including Bell Staff, Switchboard Operations, 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 Operations, Guest Services/Front Desk and Retail/Gift Shop
- Direct and work with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures
- Strive to continually improve guest and employee satisfaction and maximize the financial performance of the department
- Manage day to day operations, ensuring quality, standards and meeting the expectations of customers on a daily basis
- Develop specific goals and plans to prioritize, organize, and accomplish work
- Review staffing levels to ensure that guest service, operational needs and financial objectives are met
- Manage department controllable expenses to achieve or exceed budgeted goals
- Ensure compliance with all Front Office policies, standards and procedures
- Provide services that are above and beyond for customer satisfaction and retention
- Interview and hire managers and hourly employee team members with the appropriate skills and in a timely manner
Requirements
- High school diploma or GED; 4 years experience in the 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 the guest services, front desk, or related professional area
- Strong interpersonal and communication skills to lead, influence, and encourage others
- Ability to manage day to day operations, ensuring quality standards and meeting customer expectations
- Experience in managing department controllable expenses to achieve budgeted goals
- Ability to identify developmental needs of others and coach, mentor, or help others improve their knowledge or skills
Full Job Posting
Job Summary
- Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable.
- As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.
- Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
Candidate Profile
- High school diploma or GED; 4 years experience in the 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 the guest services, front desk, or related professional area.
Core Work Activities
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Manages all day to day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Manages department controllable expenses to achieve or exceed budgeted goals.
- Ensures compliance with all Front Office policies, standards and procedures.
- Provides services that are above and beyond for customer satisfaction and retention.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates by telephone, in written form, e mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
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