Front Office Manager
4 weeks ago
Job Summary
The Front Office Manager is responsible for the day-to-day operations of the Front Office, including the staff of the Front Desk, Night Audit, Valets Operation, and PBX Operator. This role ensures the Front Desk Staff provides exemplary service to all hotel guests to deliver a memorable guest experience.
Key Responsibilities
- Ensure complete guest satisfaction and follow up on all guest issues and concerns in a timely manner
- Lead staff and oversee the process of guest check ins, mobile check ins, reservation confirmations, and activating room keys
- Coordinate with staff the receival, storage, and deliver of all luggage and packages
- Empower Front Desk staff to act and resolve guest issues to the best of their ability
- Lead staff by example while managing and motivating front desk personnel
- Collaborate with other hotel departments as necessary to resolve guest calls, requests, needs, or issues
- Train staff to operate at their best ability, and embody the hotel and Marriott's culture and story
- Ensure guest credit is procured and all accounting procedures are followed by Front Desk staff
- Resolve guest accounting issues as needed
- Ensures full compliance of Marriott Brand standards and the passing of department Quality Assurance items
Requirements
- 2-year associate degree, or higher (preferred)
- Marriott Experience (PREFERRED)
- Minimum of 2 years Hotel Front Desk managerial experience
- Excellent communication skills, both verbal and written
- Ability to use technology, e.g., tablets, computers, and iPads
- Proficiency in hotel property management systems, including but not limited to Oracle Hospitality, Lightspeed, and OPERA PMS
- Leadership experience, and the ability to train, motivate, and develop a team
- Experience in working with an operating budget, understanding of P&L statements
- Interpersonal skills and experience with communicating and collaborating with different organizational leaders
- Ability to take initiative and handle assignments with limited supervision
- A strong sense of ownership in everything that you do
What We Offer
- Medical, Dental & Vision Insurance
- Pet Insurance
- Complimentary Marriott hotel discounts
- Work life balance
- And much more
This company is an equal opportunity employer.
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