Front Desk Operations Manager

3 days ago

Seattle, Washington, United States Marriott International Full time

Job Summary

This role is responsible for leading and assisting with the successful completion of daily shift requirements in the Front Office area. The ideal candidate will have a strong focus on guest satisfaction and employee development, with a proven track record of achieving operating budgets and financial goals.

Candidate Profile

We are seeking a highly motivated and organized individual with a high school diploma or equivalent, and 2 years of experience in guest services, front desk, or a related field. Alternatively, a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is also acceptable.

Core Work Activities

Supporting Management of Front Desk Team

The successful candidate will utilize excellent interpersonal and communication skills to lead, influence, and encourage others, while advocating sound financial and business decision-making. They will also be responsible for:

  • Encouraging and building mutual trust, respect, and cooperation among team members
  • Serving as a role model to demonstrate appropriate behaviors
  • Understanding employee positions well enough to perform duties in employees' absence
  • Handling employee questions and concerns
  • Supporting all areas of the Front Office in the absence of the Front Office or Front Desk Manager
  • Supporting daily Front Desk shift operations

Supporting Progress Toward Guest Services and Front Desk Goals

The ideal candidate will be responsible for:

  • Supporting day-to-day operations, ensuring the quality, standards, and meeting the expectations of the customers on a daily basis
  • Developing specific goals and plans to prioritize, organize, and accomplish work
  • Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
  • Participating in department meetings and continually communicating a clear and consistent message regarding the Front Desk goals to produce desired results
  • Striving to improve service performance
  • Observing staffing levels to ensure that guest service, operational needs, and financial objectives are met
  • Supporting training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates
  • Supporting same day selling procedures to maximize room revenue and property occupancy
  • Understanding the impact of Front Desk operations on the overall property financial goals and objectives

Ensuring Exceptional Customer Service

The successful candidate will be responsible for:

  • Providing services that are above and beyond for customer satisfaction and retention
  • Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
  • Sets a positive example for guest relations
  • Encourages employees to provide excellent customer service within guidelines
  • Handles guest problems and complaints seeking assistance from supervisor as necessary
  • Interacts with guests to obtain feedback on product quality and service levels

Supporting Projects and Policies

The ideal candidate will be responsible for:

  • Supporting implementation of customer recognition/service programs, communicating and ensuring the process
  • Assists in the review of comment cards and guest satisfaction results with employees
  • Ensures employees have the proper supplies and uniforms
  • Assists 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

Supporting Handling of Human Resource Activities

The successful candidate will be responsible for:

  • Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance
  • Provides feedback to individuals based on observation of service behaviors
  • Participates in an ongoing employee recognition program
  • Supports training when appropriate
  • Participates in the employee performance appraisal process

Additional Responsibilities

The ideal candidate will be responsible for:

  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
  • Analyzes information and evaluating results to choose the best solution and solve problems
  • Informs and/or updating the executives, the peers, and the subordinates on relevant information in a timely manner
  • Performs all duties at the Front Desk as necessary
  • Understands the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations
  • Complies with loss prevention policies and procedures

Benefits

This role offers a competitive hourly pay range of $26.44 to $29.33, as well as an annual bonus. Additionally, the position is eligible for a range of benefits, including medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Employees will accrue PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

Equal Opportunity Employer

Marriott International is an equal opportunity employer. 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.

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