Complex Front Office Manager

Role Overview

Complex Front Office Manager at Marriott. This is a supervisory role supporting the Front Office Manager in administering front office functions and overseeing daily operations across Bell/Door Staff, Switchboard, and Guest Services/Front Desk.

Role Purpose

Assist the Front Office Manager in directing front office operations and supervising staff to ensure efficient check-in and check-out procedures, maximize guest and employee satisfaction, and optimize financial performance of the department.

Key Responsibilities

Guest Services and Front Desk Operations

• Manage day-to-day operations to ensure quality standards and meet customer expectations.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, and resolve grievances, conflicts, and negotiations with others.
• Supervise staffing levels to ensure guest service needs, operational requirements, and financial objectives are met.
• Understand the impact of departmental operations on overall property financial goals and manage to achieve or exceed them.
• Perform all duties at the Front Desk as necessary.
• Run Front Desk shifts whenever necessary.
• Supervise all areas of the Front Office in the absence of the Front Office Manager or Assistant Front Office Manager.

Team Leadership and Development

• Lead, influence, and encourage others using interpersonal and communication skills; advocate sound financial and business decision making; demonstrate honesty and integrity; lead by example.
• Supervise and manage employees; understand employee positions well enough to perform duties in their absence.
• Manage all day-to-day operations and oversee the Front Desk team.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviors.
• Establish and maintain open, collaborative relationships with employees and ensure they do the same within the team.
• Support the developmental needs of others through coaching, mentoring, and helping improve knowledge or skills.
• Solicit employee feedback, utilize an "open door" policy, and review employee satisfaction results to identify and address concerns.
• Bring issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assist in interviewing and hiring employee team members with appropriate skills.
• Support departmental orientation programs to ensure new hires receive appropriate training.
• Participate in employee progressive discipline procedures.
• Ensure regular, ongoing communication with employees to create awareness of business objectives and communicate expectations.

Customer Service Excellence

• Provide services above and beyond expectations for customer satisfaction and retention.
• 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.
• Interact with guests to obtain feedback on product quality and service levels.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching.

Policies, Procedures, and Compliance

• 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.

Communications and Reporting

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person.
• Inform and update executives, peers, and subordinates on relevant information in a timely manner.
• Participate in departmental meetings and continually communicate a clear and consistent message regarding Front Desk goals to produce desired results.

Problem-Solving and Analysis

• Analyze information and evaluate results to choose the best solution and solve problems.

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 with 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.