Front Desk Manager

Role Overview

Front Desk Manager at Marriott International. This position is located at a Marriott property and reports to the Front Office Manager.

Company Overview

Marriott International is a global hospitality company dedicated to being an equal opportunity employer and fostering an environment where unique backgrounds are valued. Marriott Hotels elevate the art of hospitality by delivering thoughtful, heartfelt, forward-thinking service aligned with the promise of "Wonderful Hospitality. Always." JW Marriott is part of Marriott International's luxury portfolio, consisting of more than 100 properties in gateway cities and distinctive resort locations worldwide. JW Marriott prioritizes associate well-being, offering opportunities for training, development, and recognition in a luxury environment with a focus on holistic well-being.

Role Purpose

Assist the Front Office Manager in administering front office functions and supervising staff on a daily basis across Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Direct and work with managers and employees to carry out procedures ensuring an efficient check-in and check-out process while ensuring guest and employee satisfaction and maximizing the financial performance of the department.

Key Responsibilities

Maintaining Guest Services and Front Desk Goals

• Manage day-to-day operations to ensure quality standards and meet customer expectations daily.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, resolve grievances and conflicts, and negotiate with others as needed.
• Supervise staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Ensure regular ongoing communication with employees to create awareness of business objectives, communicate expectations, recognize performance, and produce desired results.
• Understand the impact of department operations on overall property financial goals and objectives and manage to achieve or exceed them.

Supporting Management of Front Desk Team

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial and business decision making; demonstrate honesty and integrity; lead by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviors.
• Supervise and manage employees and 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 Manager or Assistant Front Office Manager.

Ensuring 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, providing guidance, feedback, and individual coaching when needed.
• 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.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.

Managing Projects and Policies

• Implement the customer recognition and 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.

Supporting Human Resource Activities

• Support the developmental needs of others through 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 appropriate skills.
• Support a departmental orientation program for employees to receive appropriate new hire training.
• Participate in employee progressive discipline procedures.

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.
• Run Front Desk shifts whenever necessary.
• Participate in departmental meetings and continually communicate a clear and consistent message regarding Front Desk goals to produce desired results.

Qualifications & Experience

• High school diploma or GED and 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 committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.