Assistant Front Office Manager - Marriott InternationalInc

JOBSUMMARY

Assists the Front Office Manager inadministering front office functions and supervising staff on adaily basis. Front office areas include Bell/Door Staff Switchboardand Guest Services/Front Desk. Position directs and works withmanagers and employees to carry out procedures ensuring anefficient check in and check out process. Ensures guest andemployee satisfaction and maximizes the financial performance ofthe department.

CANDIDATEPROFILE

Education andExperience

• High schooldiploma or GED; 2 years experience in the guest services front deskor related professionalarea.

OR

• 2yeardegree from an accredited university in Hotel and RestaurantManagement Hospitality Business Administration or related major; nowork experience required.

CORE WORKACTIVITIES

Supporting Management of Front DeskTeam

• Utilizes interpersonaland communication skills to lead influence and encourage others;advocates sound financial/business decision making; demonstrateshonesty/integrity; leads byexample.

• Encourages andbuilds mutual trust respect and cooperation among teammembers.

• Supervises andmanages employees. Managing all daytoday operations. Understandingemployee positions well enough to perform duties in employeesabsence.

• Ensures employeerecognition is taking place on allshifts.

• Establishes andmaintains open collaborative relationships withemployees.

Monitoring and Supporting ProgressToward Guest Services and Front DeskGoals

• Manages daytodayoperations ensuring the quality standards and meeting theexpectations of the customers on a dailybasis.

• Develops specificgoals and plans to prioritize organize and accomplish yourwork.

• Handles complaintssettling disputes and resolving grievances and conflicts orotherwise negotiating withothers.

• Strives to improveserviceperformance.

• Collaborateswith the Front Office Manager on ways to continually improvedepartmentalservice.

• Communicates aclear and consistent message regarding the Front Office goals toproduce desiredresults.

• Participates inthe development and implementation of corrective action plans basedon review of comment cards and guest satisfactionresults.

• Emphasizes guestsatisfaction during all departmental meetings and focuses oncontinuous improvement.

Ensuring Exceptional CustomerService

• Provides servicesthat are above and beyond for customer satisfaction andretention.

• Improvesservice by communicating and assisting individuals to understandguest needs providing guidance feedback and individual coachingwhen needed.

• Serves as arole model to demonstrate appropriatebehaviors.

• Sets a positiveexample for guestrelations.

• Displaysoutstanding hospitalityskills.

• Empowers employeesto provide excellent customerservice.

• Interacts withcustomers on a regular basis to obtain feedback on quality ofproduct service levels and overallsatisfaction.

• Providesfeedback to employees based on observation of servicebehaviors.

• Handles guestproblems and complaintseffectively.

• Interactswith guests to obtain feedback on product quality and servicelevels.

Managing Projects andPolicies

• Implements thecustomer recognition/service program communicating and ensuring theprocess.

• Ensurescompliance with all Front Office policies standards andprocedures.

• Monitorsadherence to all credit policies and procedures to reduce bad debtsandrebates.

AdditionalResponsibilities

• Providesinformation to supervisors and coworkers by telephone in writtenform email or inperson.

• Analyzesinformation and evaluating results to choose the best solution andsolve problems.

• Informsand/or updates the executives the peers and the subordinates onrelevant information in a timelymanner.

• Functions in placeof the Front Office Manager in his/herabsence.

• Communicatescritical information from pre and postconvention meetings to theFront Officestaff.

• Participates indepartmentmeetings.