Job Summary
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. The position directs and works with managers and employees to carry out procedures ensuring an efficient check‑in and check‑out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
Candidate Profile
Education and Experience:
* High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
* 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Core Work Activities
Maintaining Guest Services and Front Desk Goals
* Manages day‑to‑day operations, ensuring the quality, standards and meeting expectations of customers.
* Develops specific goals and plans to prioritize, organize, and accomplish work.
* Handles complaints, settles disputes, resolves grievances and conflicts, or otherwise negotiates with others.
* Supervises staffing levels to ensure guest service, operational needs and financial objectives are met.
* Ensures regular ongoing communication with employees to create awareness of business objectives, communicate expectations, recognize performance and produce desired results.
* Understands the impact of department operations on the overall property financial goals and manages to achieve or exceed them.
Supporting Management of Front Desk Team
* Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making, demonstrates honesty and integrity, and leads by example.
* Encourages and builds mutual trust, respect and cooperation among team members.
* Serves as a role model to demonstrate appropriate behaviors.
* Supervises and manages employees. Manages all day‑to‑day operations and understands employee positions well enough to perform duties in their absence.
* Establishes and maintains open, collaborative relationships with employees and ensures the same within the team.
* Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
Ensuring Exceptional Customer Service
* Provides services that are above and beyond for customer satisfaction and retention.
* Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and coaching when needed.
* Responds to and handles guest problems and complaints.
* Sets a positive example for guest relations.
* Empowers employees to provide excellent customer service.
* Observes service behaviors of employees and provides feedback to individuals.
* Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
* Ensures employees understand customer service expectations and parameters.
* Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing Projects and Policies
* Implements the customer recognition/service program, communicating and ensuring the process.
* Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
* Supervises same‑day selling procedures to maximize room revenue and control property occupancy.
* Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
* Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and supports the Peer Review Process.
Supporting Human Resource Activities
* Supports the developmental needs of others and coaches, mentors or otherwise helps others to improve knowledge or skills.
* Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
* Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
* Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
* Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
* Participates in employee progressive discipline procedures.
Additional Responsibilities
* Provides information to supervisors, co‑workers, and subordinates by telephone, in written form or in person.
* Analyzes information and evaluates results to choose the best solution and solve problems.
* Informs and/or updates executives, peers and subordinates on relevant information in a timely manner.
* Performs all duties at the Front Desk as necessary.
* Runs Front Desk shifts whenever necessary.
* Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Eligibility to Work in the United Kingdom
Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required as part of the recruitment process.
Equal Employment Opportunity
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming everyone and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or any basis protected by applicable law.
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