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981 Marriott International Jobs
AsstMgr-Front Desk
Marriott International
posted 17hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements
Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk
Strives to ensure guest and employee satisfaction and achieve the operating budget
Assists in completing financial and administrative responsibilities
Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk
Strives to ensure guest and employee satisfaction and achieve the operating budget
Assists in completing financial and administrative responsibilities
CANDIDATE PROFILE
Education 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 ACTIVITIES
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
Serves as a role model to demonstrate appropriate behaviors
Supports all day-to-day operations
Understands employee positions well enough to perform duties in employees absence
Coaches, counsels and encourages employees
Handles employee questions and concerns
Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager
Guides daily Front Desk shift operations
Communicates performance expectations to employees in accordance with job descriptions for each position
Monitoring and Supporting Progress Toward 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
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results
Strives to improve service performance
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met
Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates
Supervises same day selling procedures to maximize room revenue and property occupancy
Understands the impact of Front Desk operations on the overall property financial goals and objectives
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
Sets a positive example for guest relations
Empowers employees 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
Managing Projects and Policies
Implementing the customer recognition/service program, communicating and ensuring the process
Assists in the review of comment cards and guest satisfaction results with employees
Ensures employees have the proper supplies and uniforms
Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution
Supporting Handling of Human Resource Activities
Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Providing guidance and direction to subordinates, including setting performance standards and monitoring performance
Provides feedback to individuals based on observation of service behaviors
Participates in an ongoing employee recognition program
Conducts training when appropriate
Participates in the employee performance appraisal process
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 updating the executives, the peers and the subordinates on relevant information in a timely manner
Performs all duties at the Front Desk as necessary
Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations
Complies with loss prevention policies and procedures
Employment Type: Full Time, Permanent
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What Marriott International employees are saying about work life
based on 1.2k employees
Flexible timing
Rotational Shift
No travel
Day Shift
Marriott International Benefits
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