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Front Office Operations Supervisor

2 months ago

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

As a key member of the Marriott International Inc. team, the Assistant Front Office Manager plays a vital role in ensuring the smooth operation of the front office functions. Reporting directly to the Front Office Manager, this individual will be responsible for supervising staff, managing day-to-day operations, and providing exceptional customer service.

Key Responsibilities
  • Supporting Management of Front Desk Team
    • Utilize strong interpersonal and communication skills to lead, influence, and encourage team members.
    • Advocate for sound financial and business decision-making.
    • Lead by example, demonstrating honesty and integrity.
    • Encourage and build mutual trust, respect, and cooperation among team members.
    • Supervise and manage employees, ensuring they are equipped to perform their duties effectively.
  • Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
    • Manage day-to-day operations, ensuring quality standards are met and customer expectations are exceeded.
    • Develop specific goals and plans to prioritize, organize, and accomplish work effectively.
    • Handle complaints, settle disputes, and resolve grievances and conflicts in a professional manner.
    • Strive to improve service performance and collaborate with the Front Office Manager to identify areas for improvement.
    • Communicate a clear and consistent message regarding the Front Office goals to produce desired results.
    • Participate in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
  • Ensuring Exceptional Customer Service
    • Provide services that exceed customer expectations and promote customer satisfaction and retention.
    • Improve service by communicating and assisting individuals to understand customer needs, providing guidance, feedback, and individual coaching when needed.
    • Serve as a role model to demonstrate appropriate behaviors and set a positive example for guest relations.
    • Display outstanding hospitality skills and empower employees to provide excellent customer service.
    • Interact with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
    • Provide feedback to employees based on observation of service behaviors.
    • Handle guest problems and complaints effectively.
  • Managing Projects and Policies
    • Implement the customer recognition/service program, communicating and ensuring the process is followed.
    • Ensure compliance with all Front Office policies, standards, and procedures.
    • Monitor adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Additional Responsibilities
    • Provide information to supervisors and co-workers by telephone, in written form, email, or in person.
    • Analyze information and evaluate results to choose the best solution and solve problems.
    • Inform and/or update the executives, peers, and subordinates on relevant information in a timely manner.
    • Function in place of the Front Office Manager in their absence.
    • Communicate critical information from pre- and post-convention meetings to the Front Office staff.
    • Participate in department meetings.