Front Office Manager-Russian Speaker

Role Overview

Front Office Manager—Russian Speaker at Marriott. The position assists the Front Office Manager in administering front office functions and supervising staff on a daily basis at a hotel property.

Role Purpose

Administer front office operations, supervise Bell/Door Staff, Switchboard, and Guest Services/Front Desk teams, and direct procedures to ensure efficient check-in and check-out processes while maximizing guest satisfaction and department financial performance.

Key Responsibilities

Guest Services and Front Desk Operations

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

Front Desk Team Management

• Lead, influence, and encourage others using interpersonal and communication skills; advocate sound financial and business decision-making; demonstrate honesty and integrity; lead by example.
• Build and encourage mutual trust, respect, and cooperation among team members.
• Serve as a role model demonstrating appropriate behaviors.
• Supervise and manage employees; manage all day-to-day operations; understand employee positions well enough to perform duties in their 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.

Customer Service Excellence

• Provide services above and beyond customer satisfaction and retention expectations.
• Improve service by communicating with and assisting individuals to understand guest needs; provide 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.
• 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.

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; ensure disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Human Resources Support

• Support the developmental needs of others through coaching, mentoring, and helping others 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 interviewing and hiring employee team members with appropriate skills.
• Support a departmental orientation program to ensure new hires receive appropriate training to successfully perform their job.
• Participate in employee progressive discipline procedures.

Additional Responsibilities

• Provide information to supervisors, coworkers, and subordinates by telephone, 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 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).
• Russian language fluency required.

Additional Information

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