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Front Office Manager-Franchised
2 months ago
Job Category Rooms & Guest Services Operations
Location Marriott Orlando Downtown, 400 West Livingston Street, Orlando, Florida, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Additional Information: This hotel is owned and operated by an independent franchisee, United Capital Corp. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Marriott Orlando Downtown Hotel is looking for Front Office Manager to lead our Front Desk, At Your Service, Valet Operations, Market/Gift Shop and Bell staff. Our ideal candidate must have a minimum of 3 years of FOM experience previously in a branded, full service hotel. (Hilton or Marriott) Responsibilities include but not limited to all front office functions and leadership of front office staff. As a department head, directs and works with managers and associates to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
Duties and Responsibilities:
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.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages associates. Manages all day-to-day operations. Understands associate
positions well enough to perform duties in associates' absence.
Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
Ensures recognition of associates is taking place across areas of responsibility.
Communicates performance expectations in accordance with job descriptions for each position and monitor’s progress.
Celebrates successes and publicly recognizes the contributions of team members. Maintaining Guest Services and Front Desk Goals
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.
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Conducts department meetings and continually communicates a clear and consistent message
regarding the Front Office goals to produce desired results.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals. Managing Projects and Policies
Ensures compliance with all Front Office 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 support the Peer Review Process. 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 individual coaching when needed.
Supervises and managing associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates' absence.
Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Strives to improve service performance.
Empowers associates to provide excellent customer service.
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
Responds to and handles guest problems and complaints.
Observes service behaviors of associates and provides feedback to individuals and/or managers.
Managing and Conducting Human Resource Activities
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to
improve their knowledge or skills.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Establishes challenging, realistic and obtainable goals to guide operation and performance.
Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to
identify and address associate problems or concerns.
Ensures associates are treated fairly and equitably.
Manages associate progressive discipline procedures for Front Office Staff.
Administers the performance appraisal process for direct report managers.
Interviews and hires managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Responsible for proper accounting processes and ensuring front office associates balance their work according to financial SOPs
Oversee Night Audit ensuring that Daily Financial report is accurate.
Train associates on proper accounting procedures and retrain when errors are identified.
Performs other duties as assigned and needed by the Director of Room Operations.
Job Requirements Education and Experience:
3 Years of prior Front Office Manager Position in a Major Full Service Hotel Brand of 275 rooms or higher is required. (Marriott or Hilton)
Bachelor’s degree preferred.
The Marriott Orlando Downtown Hotel is an Equal Opportunity Employer
Paid Holiday and Vacation for Fulltime Associates.
This company is an equal opportunity employer.
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