Front Desk Manager

4 weeks ago

Étreux, Hauts-de-France, United States Marriott International Inc Full time
Job Summary

As a Front Desk Manager at Marriott International Inc, you will be responsible for leading and assisting with the successful completion of daily shift requirements. The Front Office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Your goal will be to ensure guest and employee satisfaction and achieve the operating budget. You will assist in completing financial and administrative responsibilities.

Candidate Profile

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

Core Work Activities

As a Front Desk Manager, you will be responsible for:

• 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

As a Front Desk Manager, 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

As a Front Desk Manager, you will be responsible for:

• Providing services that are above and beyond for customer satisfaction and retention.

• Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Setting a positive example for guest relations.

• Encouraging employees to provide excellent customer service within guidelines.

• Handling guest problems and complaints seeking assistance from supervisor as necessary.

• Interacting with guests to obtain feedback on product quality and service levels.

Supporting Projects and Policies

As a Front Desk Manager, you will be responsible for:

• Supporting 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

As a Front Desk Manager, you will be responsible for:

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Providing feedback to individuals based on observation of service behaviors.

• Participating in an ongoing employee recognition program.

• Supporting training when appropriate.

• Participating in the employee performance appraisal process.

Additional Responsibilities

As a Front Desk Manager, you will be responsible for:

• Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, 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

The hourly pay range for this position is $31.73 to $39.90. Marriott offers a bonus program, 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), travel discounts, 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.

About the Team

When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, 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.

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