Front Desk Manager
Company: Marriott International, Inc
Location: Charlotte
Posted on: May 16, 2022
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Job Description:
Posting Date May 09, 2022Job Number Job Category Rooms & Guest
Services OperationsLocation Charlotte Marriott City Center, 100 W.
Trade Street, Charlotte, North Carolina, United StatesBrand
Marriott Hotels ResortsSchedule Full-TimeRelocation? NPosition Type
ManagementLocated Remotely? NMarriott International portfolio of
brands includes both JW Marriott and Marriott Hotels.Marriott
Hotels, Marriott International's flagship brand with more than 500
global locations, is advancing the art of hosting so that our
guests can travel brilliantly. As a host with Marriott Hotels, you
will help keep this promise by delivering premium choices,
sophisticated style, and well-crafted details. With your skills and
imagination, together we will innovate and reinvent the future of
travel.JW Marriott is part of Marriott International's luxury
portfolio and consists of more than 80 beautiful properties in
gateway cities and distinctive resort locations around the world.
JW believes our associates come first. Because if you're happy, our
guests will be happy. It's as simple as that. Our hotels offer a
work experience unlike any other, where you'll be part of a
community and enjoy a true camaraderie with a diverse group of
co-workers. JW creates opportunities for training, development,
recognition and most importantly, a place where you can really
pursue your passions in a luxury environment. Treating guests
exceptionally starts with the way we take care of our associates.
That's The JW Treatment---.JOB SUMMARYAssists the Front Office
Manager in administering front office functions and supervising
staff on a daily basis. Front office areas include Bell/Door Staff,
Switchboard and Guest Services/Front Desk. Position directs and
works with managers and employees to carry out procedures ensuring
an efficient check in and check out process. Ensures guest and
employee satisfaction and maximizes the financial performance of
the department.CANDIDATE PROFILEEducation and Experience--- High
school diploma or GED; 2 years experience in the 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; no work
experience required.CORE WORK ACTIVITIESMaintaining Guest Services
and Front Desk Goals--- Manages day-to-day operations, ensuring the
quality, standards and meeting the expectations of the customers on
a daily basis.--- Develops specific goals and plans to prioritize,
organize, and accomplish your work.--- Handles complaints, settling
disputes, and resolving grievances and conflicts, or otherwise
negotiating with others.--- Supervises staffing levels to ensure
that guest service, operational needs and financial objectives are
met.--- Ensures that regular on-going communication is happening
with employees to create awareness of business objectives and
communicate expectations, recognizes performance, and produces
desired results.--- Understands the impact of department's
operations on the overall property financial goals and objectives
and manages to achieve or exceed goals.Supporting Management of
Front Desk Team--- Utilizes interpersonal and communication skills
to lead, influence, and encourage others; advocates sound
financial/business decision making; demonstrates honesty/integrity;
leads by example.--- Encourages and building mutual trust, respect,
and cooperation among team members.--- Serving as a role model to
demonstrate appropriate behaviors.--- Supervises and manages
employees. Manages all day-to-day operations. Understands employee
positions well enough to perform duties in employees' absence.---
Establishes and maintains open, collaborative relationships with
employees and ensures employees do the same within the team.---
Supervises all areas of the Front Office in the absence of the
Front Office or Assistant Front Office Manager.Ensuring Exceptional
Customer Service--- Provides services that are above and beyond for
customer satisfaction and retention.--- Improves service by
communicating and assisting individuals to understand guest needs,
providing guidance, feedback, and individual coaching when
needed.--- Responds to and handles guest problems and
complaints.--- Sets a positive example for guest relations.---
Empowers employees to provide excellent customer service.---
Observes service behaviors of employees and provides feedback to
individuals.--- Interacts with customers to obtain feedback on
quality of product, service levels and overall satisfaction.---
Ensures employees understand customer service expectations and
parameters.--- Interacts with guests to obtain feedback on product
quality and service levels.--- Emphasizes guest satisfaction during
all departmental meetings and focuses on continuous
improvement.Managing Projects and Policies--- Implements the
customer recognition/service program, communicating and ensuring
the process.--- Trains staff and monitors adherence to all credit
policies and procedures to reduce bad debts and rebates.---
Supervises same day selling procedures to maximize room revenue and
control property occupancy.--- Supervises daily Front Desk shift
operations and ensures compliance with all policies, standards and
procedures.--- Ensures property policies are administered fairly
and consistently, disciplinary procedures and documentation are
completed according to Standard and Local Operating Procedures
(SOPs and LSOPs) and support the Peer Review Process.Supporting
Human Resource Activities--- Supports the developmental needs of
others and coaching, mentoring, or otherwise helping others to
improve their knowledge or skills.--- Solicits employee feedback,
utilizes an "open door" policy and reviews employee satisfaction
results to identify and address employee problems or concerns.---
Brings issues concerning employee satisfaction to the attention of
the department manager and Human Resources.--- Assists as needed in
the interviewing and hiring of employee team members with the
appropriate skills.--- Supports a departmental orientation program
for employees to receive the appropriate new hire training to
successfully perform their job.--- Participates in employee
progressive discipline procedures.Additional Responsibilities---
Provides information to supervisors, co-workers, and subordinates
by telephone, in written form, e-mail, or in person.--- Analyzes
information and evaluating results to choose the best solution and
solve problems.--- Informs and/or updates the executives, the peers
and the subordinates on relevant information in a timely manner.---
Performs all duties at the Front Desk as necessary.--- Runs Front
Desk shifts whenever necessary.--- Participates in departmental
meetings and continually communicates a clear and consistent
message regarding the Front Desk goals to produce desired
results.Marriott International is an equal opportunity employer. We
believe in hiring a diverse workforce and sustaining an inclusive,
people-first culture. We are committed to non-discrimination on any
protected basis, such as disability and veteran status, or any
other basis covered under applicable law.
Keywords: Marriott International, Inc, Charlotte , Front Desk Manager, Executive , Charlotte, North Carolina
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