Front Desk Manager Overnight Position

Job Summary

As a Front Desk Manager Overnight, you will be responsible for leading and assisting with the successful completion of daily shift requirements. This entry-level management position oversees front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Your primary goal will be to ensure guest and employee satisfaction while achieving the operating budget. You will assist in completing financial and administrative responsibilities.

Candidate Profile

To be successful in this role, you will need a high school diploma or GED, along with 1 year of experience in the guest services, front desk, or a related professional area. Alternatively, you can have a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.

Core Work Activities

As a Front Desk Manager Overnight, your key responsibilities will include:

• Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocating sound financial/business decision making; demonstrating honesty/integrity; leading by example.
• Encouraging and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Understanding employee positions well enough to perform duties in employees' absence.
• Handling employee questions and concerns.
• Supporting all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Supporting daily Front Desk shift operations.

Supporting Progress Toward Guest Services and Front Desk Goals

You will be responsible for:

• Supporting day-to-day operations, ensuring the quality, standards, and meeting the expectations of the customers on a daily basis.
• Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Participating in department meetings and continually communicating a clear and consistent message regarding the Front Desk goals to produce desired results.
• Striving to improve service performance.
• Observing staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Supporting training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supporting same-day selling procedures to maximize room revenue and property occupancy.
• Understanding the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

You will be expected to:

• 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.
• Encourage employees to provide excellent customer service within guidelines.
• Handle guest problems and complaints, seeking assistance from a supervisor as necessary.
• Interact with guests to obtain feedback on product quality and service levels.

Supporting Projects and Policies

You will be responsible for:

• Supporting the implementation of customer recognition/service programs, communicating and ensuring the process.
• Assisting in the review of comment cards and guest satisfaction results with employees.
• Ensuring employees have the proper supplies and uniforms.
• Assisting in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

You will be expected to:

• 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.
• Participate in an ongoing employee recognition program.
• Support training when appropriate.
• Participate in the employee performance appraisal process.

Additional Responsibilities

You will be responsible for:

• Providing information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person.
• Analyzing information and evaluating results to choose the best solution and solve problems.
• Informing and/or updating the executives, the peers, and the subordinates on relevant information in a timely manner.
• Performing all duties at the Front Desk as necessary.
• Understanding the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Complying with loss prevention policies and procedures.

Compensation and Benefits

Marriott International offers a competitive hourly pay range of $34.62 to $44.23. Additionally, the company provides a bonus program, comprehensive health care benefits, a 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.

Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

About the Team

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.

As a host with Marriott Hotels, you will help keep the promise of 'Wonderful Hospitality. Always.' by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy.

With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels.

In joining Marriott Hotels, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world.

JW believes our associates come first. Because if you're happy, our guests will be happy.

JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott.

Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers.

JW creates opportunities for training, development, recognition, and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.

Treating guests exceptionally starts with the way we take care of our associates. That's The JW TreatmentTM.

In joining JW Marriott, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.