Assistant Front Office Manager

Role Overview

Assistant Front Office Manager at Marriott. This position assists the Front Office Manager in administering front office functions and supervising staff on a daily basis at a hotel property.

Role Purpose

Support the Front Office Manager in directing daily front office operations across Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Supervise staff, ensure efficient check-in and check-out processes, maximize guest and employee satisfaction, and drive the financial performance of the department.

Key Responsibilities

Team Leadership & Management

• Lead, influence, and encourage team members using strong interpersonal and communication skills.
• Supervise and manage employees across all shifts.
• Perform duties in employees' absence, maintaining thorough understanding of all front desk positions.
• Build and maintain mutual trust, respect, and cooperation among team members.
• Establish and maintain open, collaborative relationships with employees.
• Ensure employee recognition takes place on all shifts.
• Advocate for sound financial and business decision making; lead by example and demonstrate honesty and integrity.

Guest Services & Front Desk Operations

• Manage day-to-day front office operations ensuring quality standards and customer expectations are met.
• Communicate a clear and consistent message regarding Front Office goals to produce desired results.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Strive to improve service performance in collaboration with the Front Office Manager.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Participate in department meetings and communicate critical information from pre- and post-convention meetings to Front Office staff.

Customer Service & Guest Relations

• Provide services that are above and beyond for customer satisfaction and retention.
• Serve as a role model to demonstrate appropriate behaviors and set a positive example for guest relations.
• Display outstanding hospitality skills and empower employees to provide excellent customer service.
• Interact with customers on a regular basis to obtain feedback on product quality, service levels, and overall satisfaction.
• Provide feedback to employees based on observation of service behaviors.
• Handle guest problems and complaints effectively.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Complaint Resolution & Continuous Improvement

• Handle complaints, settle disputes, and resolve grievances and conflicts or negotiate with others.
• Participate in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

Policies, Compliance & Programs

• Ensure compliance with all Front Office policies, standards, and procedures.
• Implement the customer recognition/service program, communicating and ensuring the process.
• Monitor adherence to all credit policies and procedures to reduce bad debts and rebates.

Communication & Reporting

• Provide information to supervisors and co-workers 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.
• Function in place of the Front Office Manager in their absence.

Qualifications & Experience

• High school diploma or GED and two years of experience in guest services, front desk, or related professional area.

OR

• Two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Skills & Competencies

• Interpersonal and communication skills.
• Leadership and team management.
• Guest relations and customer service.
• Problem-solving and analytical skills.
• Conflict resolution and negotiation.
• Written, verbal, and electronic communication.
• Financial and business decision making.
• Honesty and integrity.

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.