Mgr-Front Office II
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Key skills for this role
About the Role
JW Marriott is seeking a Front Office Manager II to oversee all front office functions and staff, including bell staff, switchboard, guest services, and front desk. This management role focuses on delivering exceptional guest service, leading the team, and maximizing financial performance.
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
- Ensure exceptional guest service and satisfaction
- Manage day to day operations and staffing levels
- Achieve financial goals and manage department expenses
- Conduct performance appraisals and employee development
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. Areas include 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, including guest arrival and departure procedures.
- Strives to continually improve guest and employee satisfaction and maximize financial performance.
Candidate Profile
- 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
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees; manages all day to day operations.
- Achieves and exceeds goals including performance, budget, and team goals.
- Manages day to day operations ensuring quality, standards, and customer expectations.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Keeps Front Office team focused on critical components to drive guest satisfaction and financial results.
- Conducts department meetings and communicates clear message regarding Front Office goals.
- Reviews staffing levels to ensure 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 above and beyond for customer satisfaction and retention.
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