Assistant Front Office Manager

Role Overview

Assistant Front Office Manager at Marriott. Entry-level management position responsible for leading and assisting with the successful completion of daily shift requirements at the Front Office, which includes Bell/Door Staff, Switchboard, and Guest Services/Front Desk operations.

Role Purpose

Lead front office operations to ensure guest and employee satisfaction, achieve operating budget targets, and complete financial and administrative responsibilities while supporting the Front Office Manager in their absence.

Key Responsibilities

Front Desk Team Management

• Lead, influence, and encourage team members using interpersonal and communication skills.
• Advocate sound financial and business decision-making.
• Demonstrate honesty and integrity; lead by example.
• Build mutual trust, respect, and cooperation among team members.
• Serve as a role model demonstrating appropriate behaviors.
• Support all day-to-day operations.
• Understand employee positions well enough to perform duties in employees' absence.
• Coach, counsel, and encourage employees.
• Handle employee questions and concerns.
• Support all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Guide daily Front Desk shift operations.
• Communicate performance expectations to employees in accordance with job descriptions for each position.

Guest Services and Front Desk Goals

• Manage day-to-day operations, ensuring quality, standards, and customer expectations are met daily.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, resolve grievances and conflicts, and negotiate with others.
• Participate in department meetings and communicate clear, consistent messages regarding Front Desk goals.
• Strive to improve service performance.
• Supervise staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Train staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervise same-day selling procedures to maximize room revenue and property occupancy.
• Understand the impact of Front Desk operations on overall property financial goals and objectives.

Customer Service Excellence

• Provide services above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs.
• Provide guidance, feedback, and individual coaching when needed.
• Set a positive example for guest relations.
• Empower employees to provide excellent customer service within guidelines.
• Handle guest problems and complaints, seeking assistance from supervisor as necessary.
• Interact with guests to obtain feedback on product quality and service levels.

Projects and Policies

• Implement the customer recognition/service program, communicating and ensuring the process.
• Assist in the review of comment cards and guest satisfaction results with employees.
• Ensure employees have proper supplies and uniforms.
• Assist in the use of a guest information tracking system to ensure a successful repeat guest recognition program that recognizes guest preferences and aids in problem resolution.

Human Resources Activities

• Identify developmental needs of others and coach, mentor, or otherwise help others improve their knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provide feedback to individuals based on observation of service behaviors.
• Participate in an ongoing employee recognition program.
• Conduct training when appropriate.
• Participate in the employee performance appraisal process.

Additional Responsibilities

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Inform and update executives, peers, and subordinates on relevant information in a timely manner.
• Perform all duties at the Front Desk as necessary.
• Understand the functions of Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Comply with loss prevention policies and procedures.

Qualifications & Experience

• High school diploma or GED with 2 years of experience in 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.

Additional Information

Marriott International is an equal opportunity employer, committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated.