Front Desk Operations Manager

3 weeks ago


Orange City, Florida, United States Marriott International Inc Full time
Job Summary

We are seeking a highly motivated and experienced Front Desk Operations Manager to join our team at Marriott International Inc. This is a challenging and rewarding role that requires strong leadership and communication skills, as well as a passion for delivering exceptional customer service.

Key Responsibilities
  • Lead and Assist Front Desk Team
    • Utilize strong interpersonal and communication skills to lead, influence, and encourage team members.
    • Advocate sound financial and business decision-making.
    • Lead by example and demonstrate honesty and integrity.
  • Support Front Office Operations
    • Encourage and build mutual trust, respect, and cooperation among team members.
    • Serve as a role model to demonstrate appropriate behaviors.
    • Understand employee positions well enough to perform duties in employees' absence.
  • Support Guest Services and Front Desk Goals
    • Support day-to-day operations, ensuring the quality, standards, and meeting the expectations of customers on a daily basis.
    • Develop specific goals and plans to prioritize, organize, and accomplish work.
    • Handle complaints, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others.
  • Ensure Exceptional Customer Service
    • Provide services that are above and beyond for customer satisfaction and retention.
    • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
    • Set a positive example for guest relations.
  • Support Projects and Policies
    • Support implementation of customer recognition/service programs, communicating and ensuring the process.
    • Assist in the review of comment cards and guest satisfaction results with employees.
    • Ensure employees have the proper supplies and uniforms.
  • Support Handling of Human Resource Activities
    • Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
    • Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
    • Provide feedback to individuals based on observation of service behaviors.
Requirements
  • Education and Experience
    • High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
    • OR
    • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
  • Additional Responsibilities
    • Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
    • Analyze information and evaluating results to choose the best solution and solve problems.
    • Inform and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
Benefits

Marriott International Inc offers a competitive compensation package, including 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, and other life and work wellness benefits.

Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.


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