Front Desk Manager

The Front Desk Manager, at this Marriott Luxury Collection hotel, will be reporting to the Director of Front Office. The Front Desk Manager will be responsible for management of all Front office functions and team members. As a Front Desk Manager this role directs, implements, and maintains a service and management philosophy which serves as a guide to respective team members. The ideal candidate for this role is highly communicative with superb customer and team member relation skills.

Primary Responsibilities:

Supports day-to-day operations, to ensure for quality standards and meeting the expectations of the customers on a daily basis.
Encourages and building mutual trust, respect, and cooperation among team members
Handles team members questions and concerns.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Handles complaints, settling disputes, and resolving grievances and conflicts,
Participates in department meetings and continually communicates a clear and consistent message regarding the Front office goals to produce desired results.
Strives to improve service performance.
Observes staffing levels to ensure that guest service, operational needs and financial objectives are met.
Supports training of team members on adherence to all credit policies and procedures to reduce bad debts and rebates.
Supports same day selling procedures to maximize room revenue and property occupancy.
Understands the impact of Front office operations on the overall property financial goals and objectives.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Encourages team members to provide excellent customer service within guidelines.
Handles guest problems and complaints seeking assistance from supervisor as necessary.
Interacts with guests to obtain feedback on product quality and service levels.
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to team members, including setting performance standards and monitoring performance
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Establishes and maintains open, collaborative relationships with team members and ensures team members do the same within the team.
Ensures recognition of team members is taking place across areas of responsibility.
Qualifications: High school diploma or GED
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred
Previous Front Office management experience in a Luxury hotel is required.
Excellent verbal and written English communication skills, with a second language helpful.
The ability to access, retrieve and leverage info from the hotel property management system is expected.
Must be able to effectively communicate both verbally and written, with all level of team members and guests in an attentive, friendly, courteous and service oriented manner.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and team members in an attentive, friendly, courteous and service-oriented manner.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information
Strong leadership and communication skills
An aptitude for self-motivation
A can-do attitude and a hands-on approach to hotel management
Strong computer skills
A flexible schedule that allows you to be available days, nights, holidays and weekends based on the demands of the hotel
Must be effective at listening to, understanding, and clarifying concerns raised by team members and guests.
Our Company MCR is the 3rd-largest hotel owner-operator in the United States.
Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities .
MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
MCR was named one of Fast Company's 10 Most Innovative Travel Companies of 2020 .
MCR is a three-time recipient of the Marriott Partnership Circle Award , the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer .
For the TWA Hotel at New York's JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS) , the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA
What we offer/What's in it for you? Hotel Discounts
Weekly Pay
Paid Time Off
Retirement Options
Referral bonuses
Career advancement & upward mobility
Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members
Other details Job Family Hotels
Pay Type Salary
Min Hiring Rate $75,000.00
Max Hiring Rate $78,000.00

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