Front Office Manager Assistant

2 days ago

Philadelphia, Pennsylvania, United States Marriott International Inc Full time
Job Summary

As a key member of the Front Office team, 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 his/her absence.
    • Communicate critical information from pre- and post-convention meetings to the Front Office staff.
    • Participate in department meetings.

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