Assistant Front Office Manager
6 days ago
As a key member of the Front Office team at Marriott International Inc, the Front Office Manager Assistant plays a vital role in ensuring the smooth operation of our front office functions and supervising staff on a daily basis. This includes overseeing the Bell/Door Staff, Switchboard, and Guest Services/Front Desk areas, as well as directing and working with managers and employees to carry out procedures that ensure an efficient check-in and check-out process.
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, understanding their positions well enough to perform duties in their 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 our customers on a daily basis.
- Develop specific goals and plans to prioritize, organize, and accomplish your 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.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers 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 their absence.
- Communicate critical information from pre- and post-convention meetings to the Front Office staff.
- Participate in department meetings.
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