Mgr-Front Office II
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Key skills for this role
About the Role
Marriott International seeks a Front Office Manager to lead all front office functions and staff, 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 guest services or front desk.
Key Skills for This Role
Responsibilities
- Lead and manage all front office functions including Bell Staff, Switchboard, Guest Services/Front Desk, and Retail/Gift Shop
- Direct and work with managers and employees to execute front office operations, including guest arrival and departure procedures
- Achieve performance goals, budget goals, and team goals; manage department controllable expenses
- Ensure compliance with Front Office policies, standards, and procedures; administer property policies fairly
- Provide exceptional customer service, act as Service Champion, and handle guest problems and complaints
- Conduct human resource activities including interviewing, hiring, training, performance appraisal, and employee discipline
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
- As a department head, directs and works with managers and employees to execute all front office operations
- Strives to improve guest and employee satisfaction and maximize financial performance of the department
Candidate Profile 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
Core Work Activities 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
- 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
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 accomplish work
- Keep Front Office team focused on critical components to drive guest satisfaction and financial results
- Conduct department meetings and communicate clear message regarding goals
- Review staffing levels to meet guest service, operational needs and financial objectives
- 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
- Act as Service Champion for Front Office and create positive atmosphere for guest relations
- Display leadership in guest hospitality and exemplify excellent customer service
- Empower employees to provide excellent customer service
- Review comment cards, guest satisfaction results to identify areas of improvement
- Respond to and handle guest problems and complaints
Managing and Conducting Human Resource Activities
- Identify developmental needs of others and provide coaching, 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
- Manage employee progressive discipline procedures
- Administer performance appraisal process for direct report managers
- Interview and hire managers and hourly employees
Additional Responsibilities
- Provide information to supervisors, co workers, and subordinates by telephone, email, or in person
- Analyze information and evaluate results to choose best solution and solve problems
- Inform and update executives, peers, and subordinates on relevant information
- Identify and analyze Front Office operational challenges and facilitate development of solutions
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