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Assistant Front Office Manager

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 - Operations Coordinator will play a vital role in ensuring the smooth operation of the front office functions and supervising staff on a daily basis. This position will direct and work with managers and employees to carry out procedures, ensuring an efficient check-in and check-out process, and guaranteeing guest and employee satisfaction while maximizing the financial performance of the department.

Key Responsibilities
  • Supporting Management of Front Desk Team
    • Utilize exceptional interpersonal and communication skills to lead, influence, and encourage others, advocating sound financial and business decision-making, and demonstrating honesty and integrity.
    • Encourage and build mutual trust, respect, and cooperation among team members.
    • Supervise and manage employees, managing all day-to-day operations, understanding employee positions well enough to perform duties in employees' absence.
    • Ensure employee recognition is taking place on all shifts.
    • Establish and maintain open, collaborative relationships with employees.
  • Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
    • Manage 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.
    • Strive to improve service performance.
    • Collaborate with the Front Office Manager on ways to continually improve departmental service.
    • 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.
    • Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
  • Ensuring 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.
    • Serve as a role model to demonstrate appropriate behaviors.
    • Set a positive example for guest relations.
    • Display outstanding hospitality skills.
    • 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.
    • Interact with guests to obtain feedback on product quality and service levels.
  • Managing Projects and Policies
    • Implement the customer recognition/service program, communicating and ensuring the process.
    • 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, the peers, and the subordinates on relevant information in a timely manner.
    • Function in place of the Front Office Manager in his/her absence.
    • Communicate critical information from pre- and post-convention meetings to the Front Office staff.
    • Participate in department meetings.
Benefits

Marriott International Inc. offers a comprehensive benefits 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, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans.

About the Team

At Marriott International Inc., 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.