Front Office Manager

Role Overview

Front Office Manager at Marriott International's Autograph Collection. This role assists the Front Office Manager in administering front office functions and supervising staff on a daily basis at a four or five-star independent hotel.

Company Overview

Marriott International operates the Autograph Collection, a growing portfolio of four and five-star independent hotels, each offering unique and memorable experiences. The Autograph Collection targets The Individualist—travelers who use travel as an opportunity to add to their personal narrative and select hotels for personal or corporate travel as more than simply a place to rest. The company is committed to being an equal opportunity employer, actively fostering an environment where the unique backgrounds of associates are valued and celebrated, and committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Role Purpose

To assist in administering front office functions and supervising staff on a daily basis across Bell/Door Staff, Switchboard, and Guest Services/Front Desk areas, ensuring efficient check-in and check-out processes while maximizing guest and employee satisfaction and the financial performance of the department.

Key Responsibilities

Guest Services and Front Desk Operations

• 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.
• 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 the department's operations on overall property financial goals and objectives and manage to achieve or exceed them.
• 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.

Front Desk Team Leadership

• 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 manage 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.

Customer Service Excellence

• 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.

Policy and Compliance Management

• 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.
• 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 and coach, mentor, or otherwise help 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 the appropriate skills.
• Support a departmental orientation program for employees to receive appropriate new hire training to successfully perform their job.
• 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 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 ability to influence and encourage others.
• Sound financial and business decision-making.
• Honesty and integrity.
• Problem-solving and analytical skills.
• Customer service orientation.
• Coaching and mentoring ability.