Front Desk Operations Manager

5 days ago

Kissimmee, Florida, United States Marriott International Inc Full time
Job Summary

As a Front Desk Manager at Marriott International Inc, you will be responsible for administering front office functions and supervising staff on a daily basis. The Front Office Manager will direct and work with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. Ensuring guest and employee satisfaction and maximizing the financial performance of the department is a key objective.

Key Responsibilities
  • Maintaining Guest Services and Front Desk Goals
    • 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.
    • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • 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/integrity; leads by example.
    • Encourages and building mutual trust, respect, and cooperation among team members.
    • Serving as a role model to demonstrate appropriate behaviors.
  • 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.
    • Responds to and handles guest problems and complaints.
  • 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.
  • Supporting Human Resource Activities
    • Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
    • Solicits employee feedback, utilizes an 'open door' policy and reviews employee satisfaction results to identify and address employee problems or concerns.
    Additional Responsibilities
    • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
    • Analyzes information and evaluating results to choose the best solution and solve problems.

The salary range for this position is $56,000 to $71,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

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