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Front Office Manager

2 months ago

Dallas, Texas, United States Marriott International Inc Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team at Marriott International Inc. As a key member of our hotel's management team, you will be responsible for leading the Front Office Department and ensuring exceptional guest service and satisfaction.

Key Responsibilities
  • Lead and manage the Front Office Department, including supervising front desk agents and ensuring quality standards are met.
  • Develop and implement strategies to improve guest satisfaction and maximize departmental performance.
  • Act as the main contact for guests and other hotel departments, handling guest issues and complaints in a professional and courteous manner.
  • Empower employees to provide excellent customer service and create a positive atmosphere for guest relations.
  • Review comment cards, guest satisfaction results, and other data to identify areas of improvement and implement changes as needed.
  • Identify the developmental needs of others and provide coaching, mentoring, or other support to help employees improve their knowledge or skills.
  • Analyze information and evaluate results to choose the best solution and solve problems.
  • Inform and/or update executives, peers, and subordinates on relevant information in a timely manner.
  • Identify and analyze Front Office operational challenges and facilitate the development of solutions to prevent reoccurrence.
Hiring and Training
  • Interview and hire hourly team members with the appropriate skills in a timely manner to meet the business needs of the operation.
  • Train, schedule, evaluate, counsel, discipline, and motivate and coach employees to best meet the needs of the department.
  • Ensure adherence to quality expectations and standards, and identify, recommend, develop, and implement new ways to increase departmental performance.
  • Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Develop specific goals and plans to prioritize, organize, and accomplish your team's work.
  • Establish challenging, realistic, and obtainable goals to guide operation and performance.
  • Ensure recognition of employees is taking place across areas of responsibility.
  • Celebrate successes and publicly recognize the contributions of team members.
Communication
  • Must be able to exhibit superior communication skills by telephone, in written form, email, or in person to express guest needs, provide guidance, feedback, and individual coaching when needed.
  • Speak with others using clear and professional language.
  • Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas in a manner to establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team and with other departments.
  • Listen and respond appropriately to the concerns of other employees and departments.
  • Communicate a clear and consistent message regarding performance expectations in accordance with job responsibilities for each position and monitor progress of goals to produce desired results.
  • Solicit employee feedback, utilize an 'open door' policy, and review employee, as well as guest satisfaction results to identify and address employee problems or concerns.
Requirements
  • Requires good communication skills, both verbal and written.
  • Must have excellent customer relations skills and leadership capability.
  • Must be able to work a flexible schedule which includes evenings, weekends, and holidays.
  • Ability to utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound decision making; demonstrates honesty/integrity above all else; leads by example.
  • Possess 4 years' experience in guest services, front desk, or related professional area.