Front Desk Manager

1 day ago

Vail, Colorado, United States Marriott Full time
Job Summary

Assist the Front Office Manager in administering front office functions and supervising staff on a daily basis. Ensure guest and employee satisfaction and maximize the financial performance of the department.

Key Responsibilities
  • Maintain guest services and front desk goals
  • Develop specific goals and plans to prioritize, organize, and accomplish work
  • Handle complaints, settle disputes, and resolve grievances and conflicts
  • Supervise staffing levels to ensure guest service, operational needs, and financial objectives are met
  • Ensure regular on-going communication with employees to create awareness of business objectives and communicate expectations
  • Support management of front desk team
  • Utilize 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
  • Supervise and manage employees
  • Manage all day-to-day operations
  • Understand employee positions well enough to perform duties in employees' absence
  • Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team
  • Supervise all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager
  • Ensure 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
  • Respond to and handle guest problems and complaints
  • Set a positive example for guest relations
  • Empower employees to provide excellent customer service
  • Observe service behaviors of employees and provide feedback to individuals
  • Interact with customers to obtain feedback on quality of product, service levels, and overall satisfaction
  • Ensure employees understand customer service expectations and parameters
  • Interact with guests to obtain feedback on product quality and service levels
  • Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement
  • Manage projects and policies
  • Implement the customer recognition/service program, communicating and ensuring the process
  • Train staff and monitor adherence to all credit policies and procedures to reduce bad debts and rebates
  • Supervise same day selling procedures to maximize room revenue and control property occupancy
  • Supervise daily Front Desk shift operations and ensure compliance with all policies, standards, and procedures
  • Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
  • Support human resource activities
  • Support the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
  • Solicit employee feedback, utilize an open door policy, and review employee satisfaction results to identify and address employee problems or concerns
  • Bring issues concerning employee satisfaction to the attention of the department manager and Human Resources
  • Assist as needed in the interviewing and hiring of employee team members with the appropriate skills
  • Support a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job
  • Participate in employee progressive discipline procedures
  • Additional responsibilities
  • Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, 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
  • Run Front Desk shifts whenever necessary
  • Participate in departmental meetings and continually communicate a clear and consistent message regarding the Front Desk goals to produce desired results
Requirements
  • High school diploma or GED
  • 2 years experience in the guest services, front desk, or related professional area
  • OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required

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