Job Description
Assist guests efficiently, courteously, and professionally in all Front Office functions. Maintain Marriott’s high standards of hospitality by displaying excellent Service Excellence skills. Possess thorough knowledge of all Front Desk operations and provide information and training to Front Desk associates.
Complete all tasks on the Front Desk daily task sheet and other duties assigned by the Front Desk leader on duty.
Qualifications
The successful candidate will have strong interpersonal and hospitality skills, with at least one year of experience in a similar role preferred. Good Opera and MARSHA knowledge is essential. Provide professional, personalized service to all guests, especially VIPs, Elite members, long-stay, and repeat guests, ensuring recognition and consistency to achieve guest satisfaction.
Responsibilities
1. Ensure smooth, efficient, and professional operation of all front office and switchboard areas.
2. Achieve 100% compliance with all Department KPIs (GSS/Mobile check-in/Upsells/Enrollments/BSA Audit).
3. Follow all procedures and policies; conduct regular audits and communicate irregularities to accounting.
4. Maintain good communication between departments.
5. Adhere strictly to bank-out and cash handling procedures.
6. Ensure confidentiality of User Log-Ons; log out users when leaving the area.
7. Train and develop associates in technical, hospitality, communication, management, and organizational skills.
8. Lead by example, providing high-quality service and hospitality.
9. Implement recognition programs for guests and associates.
10. Utilize TQM tools and empowerment to enhance customer satisfaction.
11. Control costs effectively within budget guidelines.
12. Communicate daily audit and control results to front desk management.
13. Proactively improve procedures and guest satisfaction.
14. Resolve system issues and operate systems manually if needed; lead staff during downtime.
15. Participate in and lead department meetings, including staff, operations, forecast, and sales strategy meetings.
16. Assist front office during high traffic times to ensure smooth operations.
17. Develop plans and actions aligned with the company's and hotel's goals and mission.
18. Set a positive example for guest relations.
19. Communicate department goals clearly and consistently; empower associates to deliver excellent service.
20. Handle guest problems and complaints, seeking supervisor assistance when necessary.
21. Coach, counsel, and encourage staff.
22. Interact with guests for feedback on service and product quality.
23. Supervise Front Office areas in the absence of the Duty Manager.
24. Manage staffing to meet service, operational, and financial objectives.
25. Provide performance feedback based on service observations.
26. Perform all Front Desk duties as needed.
27. Supervise daily shift operations and understand Bell Staff, Switchboard, and Concierge functions.
28. Follow loss prevention policies and participate in associate recognition programs.
29. Train staff on credit policies to reduce bad debts and rebates.
30. Review guest satisfaction results and comment cards with staff.
31. Maximize room revenue and occupancy through same-day selling procedures.
32. Ensure associates have necessary supplies and uniforms.
Additional Duties
Perform other tasks as assigned, comply with Marriott policies, and work hours as required, typically not less than 37.5 hours per week.
Marriott International is an equal opportunity employer, committed to diversity and inclusion, and non-discrimination policies.
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