Front Office Manager

4 days ago


Miami, United States Marriott International Inc Full time
Job Title: Front Office Manager

Marriott International Inc is seeking a highly skilled and experienced Front Office Manager to join our team at JW Marriott Turnberry Miami.

Job Summary:

The Front Office Manager is responsible for providing exceptional guest service and ensuring a seamless check-in and check-out experience for our valued guests. This role requires a strong leader who can motivate and train a team of front desk staff to deliver outstanding service and maintain the highest standards of hospitality.

Key Responsibilities:
  • Ensure efficient guest registration, check-out, and telephone service.
  • Review daily arrivals and VIP reservations to ensure pre-registration, blocking, and notification of room assignments.
  • Observe front office staff and ensure compliance with established procedures and policies.
  • Maintain a professional image and personality, exuding confidence and leadership skills while promoting safe and efficient operations.
  • Confidentially maintain guest and member information, as well as resort data, and ensure the security of high-profile guests or members.
  • Assist with additional front desk and At Your Service, Concierge, and VIP Services tasks.
  • Participate in daily briefings and meetings, building rapport with VIPs, Marriott Bonvoy members, and distinguished visitors, and encouraging feedback throughout their stay.
  • Complete projects in a timely manner as required by the Assistant Director of Rooms, Director of Rooms, Hotel Manager, or General Manager.
  • Participate in functions outside one's department when called upon, overseeing and working effectively with 3rd party contracted service areas to ensure a seamless guest experience.
  • Develop and maximize knowledge of GXP Guest Experience Platform to track and follow up on all guest requests and internal cross-departmental needs.
  • Provide follow-up to all recovery guests to ensure consistent guest satisfaction and reflect all opportunities in GXP.
  • Communicate all missed opportunities with other departments as required.
  • Assist with recruiting, interviewing, and hiring associates, conduct performance appraisals, coach, and counsel, perform progressive corrective action, motivate, develop, and train.
  • Review staffing levels to ensure guest service and operational needs are met.
  • Maintain consistent and effective communication between shifts among fellow managers and associates.
  • Actively participate in training and continuing education of front desk, At Your Service, Concierge, and VIP Services staff.
  • Work with Human Resources to ensure compliance with all local, state, and federal regulations.
Requirements:
  • Minimum 2 years of progressive management experience in a luxury hotel preferred.
  • Previous Guest Relations and Front Office experience in a hotel required.
  • Possess outstanding guest service skills and leadership capability.
  • Detail-oriented with outstanding organizational and communication skills.
  • Able to handle a multitude of tasks in an ever-changing environment.
  • Effective at listening to, understanding, clarifying, and responding to the concerns raised by guests and members.
Education:
  • High School diploma or equivalent or GED; 4 years experience in guest services, front desk, housekeeping, or related professional area.
  • OR
  • 2- or 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 4 years experience in guest services, front desk, housekeeping, or related professional area.
Skills and Abilities:
  • Ability to communicate in the English language. Second language is a plus.
  • Ability to work flexible schedules, including holidays and weekends, and perform multiple tasks.
  • Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
  • Knowledge of OPERA and Guest Experience Platform systems is a plus.
Physical Requirements:
  • On a continuous basis, stand or walk for long periods of time.
  • Intermittently twist to reach equipment or supplies surrounding the desk.
  • Use telephone and computer keyboard daily.
  • Must be physically fit to lift, pull, and push items up to 50 pounds.
  • Also requires standing/walking/reaching and bending throughout the shift.

This company is an equal opportunity employer.



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