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Front Office Operations Leader

2 months ago

Atlanta, Georgia, United States Marriott International Inc Full time

Job Overview

POSITION SUMMARY


Responsible for overseeing the management of all operations within the rooms division, including Front Office, Engineering/Maintenance, and Housekeeping, while leading the team.

Aims to enhance both guest and employee satisfaction, while optimizing the financial outcomes of the department. Ensures adherence to established standards and procedures. Guides the team in achieving or surpassing property objectives.

CANDIDATE PROFILE

Education and Experience

  • High school diploma or GED; 4 years of experience in guest services, front desk, housekeeping, or a related field.
OR

  • 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or a related discipline; 2 years of experience in guest services, front desk, housekeeping, or a related field.

KEY RESPONSIBILITIES

Leading the Rooms Operations Team

  • Ensures that objectives are communicated to the team regarding guest tracking and productivity.
  • Fosters a workplace environment that promotes motivation, empowerment, teamwork, continuous improvement, and a commitment to service excellence.
  • Analyzes employee and guest satisfaction metrics to develop strategies for improvement and leverage strengths.
  • Confirms that the team possesses the necessary skills to meet expectations.
  • Demonstrates leadership through self-assurance, energy, and enthusiasm.
  • Guides team members in understanding and exceeding the evolving needs and expectations of guests.

Managing Rooms Operations Functions

  • Assists in the management of all operations within the rooms division.
  • Implements property-specific recovery plans.
  • Distributes guest satisfaction results promptly, including feedback forms and letters.
  • Takes proactive measures to address employee concerns.
  • Maintains professionalism and courtesy towards employees at all times.
  • Communicates goals and results effectively with team members.
  • Conducts semiannual one-on-one meetings with staff.
  • Guides the team in scheduling to align with guest and occupancy goals.
  • Performs necessary job functions as required.
  • Completes additional duties as assigned to meet business needs.

Enhancing Guest Experience

  • Understands and embodies the brand's service culture.
  • Delivers exceptional customer service by being accessible and approachable to all guests.
  • Continuously seeks to improve guest and employee satisfaction.
  • Takes proactive steps to resolve guest issues.
  • Exhibits professionalism and courtesy towards guests at all times.
  • Responds promptly to requests from the customer service department.
  • Ensures all team members meet or exceed hospitality standards.

Financial Management

  • Assists in conducting the annual Quality audit with the General Manager and Regional Director.
  • Ensures a robust key control program is maintained.
  • Reviews financial reports, sales data, and performance metrics to assess productivity and identify areas for cost reduction and improvement.
  • Aims to maximize the financial performance of the department.

Human Resources Management

  • Participates in the interview process and assists in hiring decisions.
  • Receives hiring recommendations from team supervisors.
  • Ensures thorough and timely orientations for new team members.
  • Encourages employee feedback through an open-door policy and reviews satisfaction results to address concerns.
  • Ensures fair and consistent administration of property policies, including disciplinary procedures and documentation.
  • Recognizes and celebrates team member contributions.
The salary range for this position is $57,000 to $69,000 annually.

Marriott offers a comprehensive benefits package, including a bonus program, health care benefits, a 401(k) plan with company match, employee stock purchase plan, paid time off, life insurance, and travel discounts, among others.

Benefits and incentive compensation may be subject to eligibility and other requirements.

Marriott International is an equal opportunity employer committed to a diverse workforce and an inclusive culture.

We uphold non-discrimination policies based on disability, veteran status, or any other protected basis.


About the Team

W Hotels' mission is to ignite curiosity and expand horizons. We are a space for experiencing life and opening minds.

Our culture and service philosophy, Whatever/Whenever, embodies our commitment to bringing guests' passions to life. If you are innovative and forward-thinking, W Hotels is the place for you.

Be where you can excel, begin your journey, belong to a remarkable global team, and become your best self.