Front Desk Manager Overnight
2 days ago
This entry-level management position is responsible for leading and assisting with the successful completion of daily shift requirements. The Front Desk team includes Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The ideal candidate will ensure guest and employee satisfaction and achieve the operating budget. Responsibilities include completing financial and administrative tasks.
Candidate ProfileWe are seeking a candidate with a high school diploma or GED and 1 year of experience in guest services, front desk, or a related field. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is also acceptable.
Core Work Activities- Support the management of the Front Desk team by utilizing interpersonal and communication skills to lead, influence, and encourage others.
- Encourage and build mutual trust, respect, and cooperation among team members.
- Serve as a role model to demonstrate appropriate behaviors.
- Understand employee positions well enough to perform duties in employees' absence.
- Handle employee questions and concerns.
- Support all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
- Support daily Front Desk shift operations.
- Support day-to-day operations, ensuring the quality, standards, and meeting the expectations of the customers on a daily basis.
- Develop specific goals and plans to prioritize, organize, and accomplish your work.
- Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Participate in department meetings and continually communicate a clear and consistent message regarding the Front Desk goals to produce desired results.
- Strive to improve service performance.
- Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met.
- Support training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
- Support same-day selling procedures to maximize room revenue and property occupancy.
- Understand the impact of Front Desk operations on the overall property financial goals and objectives.
- 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 supervisor as necessary.
- Interact with guests to obtain feedback on product quality and service levels.
- Support the implementation of customer recognition/service programs, communicating and ensuring the process.
- Assist in the review of comment cards and guest satisfaction results with employees.
- Ensure employees have the proper supplies and uniforms.
- Assist 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.
- 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.
- Provide information to supervisors, co-workers, and subordinates 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.
- Perform all duties at the Front Desk as necessary.
- Understand the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.
- Comply with loss prevention policies and procedures.
Marriott International Inc offers a competitive hourly pay range of $34.62 to $44.23. The company provides 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, 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
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.
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