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Franchised Front Office Manager

Expired Job

Marriott Anchorage , AK 99501

Posted 3 months ago

Job Number


Job Category

Rooms and Guest Services Operations


SpringHill Suites Anchorage Midtown, Anchorage, Alaska VIEW ON MAP


SpringHill Suites

Schedule Full-time



Position Type


Start Your Journey With Us

Thank you for your interest in this position. It is a job opportunity with one of Marriott Internationals franchisees.

Please apply via email at:

Additional Information: This hotel is owned and operated by an independent franchisee, JL Properties, Inc.. The franchisee controls all aspects of the hotels employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

Job Summary

  • Approach all encounters with guests andassociates in an attentive, friendly, courteous and service-oriented manner.

  • Maintain regular attendance in compliance withstandards, as required by scheduling which will vary according to the needs ofthe hotel.

  • Maintain high standards of personal appearanceand grooming when working (per JLHM standards)

  • Comply at all times with standards andregulations to encourage safe and efficient hotel operations.

  • Maintain a warm and friendly demeanor at alltimes.

  • Establish and maintain attentive, friendly,courteous and efficient hospitality at the Front Desk.

  • Respond to all guest requests, issues,complaints and/or incidents presented at the Front Desk.

  • Coach, counsel and discipline all Front Officepersonnel according to company S.O.P.'s.

  • Ensure compliance to brand and company training,using the steps to effective training according to standards.

  • Prepare and conduct all Front Office interviewsand follow hiring procedures according to S.O.P.'s.

  • Conduct all 90 day and annual Front Officeassociate performance appraisals according to S.O.P.'s.

  • Develop associate morale and ensure training ofFront Office personnel.

  • Maximize room revenue and occupancy by reviewingstatus daily. Analyze rate efficiency, monitor credit report and maintain closeobservation of daily house count.

  • Attend all required Rooms meetings with allappropriate reports and documentation necessary to establish select sellguidelines and implement appropriate restrictions.

  • Supervise the Night Audit function.

  • Participate in required M.O.D. program asappropriate & scheduled.

  • Be responsible for developing a supervisor asassigned, including sign-off on all competencies and assist in his/herplacement.

  • Ensure all end of the month report dates are metand as outlined.

  • Review Front Office staff's worked hours forpayroll compilation and submit to Accounting on a timely basis.

  • Prepare associate Schedule according to businessforecast, payroll budget guidelines and productivity requirements. Presentschedule to General Manager weekly.

  • Ensure that no-show revenue is maximized throughconsistent and accurate billing.

  • Maintain S.O.P.'s regarding Purchase Orders,vouchering of invoices and checkbook accounting.

  • Maintain a professional working relationship andpromote open lines of communication with managers, associates and otherdepartments.

  • Work closely with Accounting on follow-up items,i.e., returned checks, rejected credit cards, associate discrepancies, etc.

  • Operate all aspects of the Front Office computersystem, including software maintenance, report generation and analysis.

  • Monitor proper operation of the Telephoneconsole and ensure that associates maintain S.O.P.'s in its use.

  • Monitor the process of taking reservationsensuring that courtesy and up selling techniques are maintained.

  • Greet and welcome all guests approaching the

Front Desk in accordance with S.O.P.'s.

  • Ensure implementation of all policies and houserules.

  • Understand hospitality terms.

  • Operate radios efficiently and professionally incommunicating with hotel staff. Ensurethe proper use of radio etiquette within the department.

  • Coordinate all aspects of the ongoingimplementation of the philosophy of service.

  • Ensure correct and accurate cash handling at the

Front Desk.

  • Attend monthly all-associate team meetings andany other functions required by management.

  • Attend weekly staff meeting as may be scheduledand provide training on a rotational basis using steps to effective trainingaccording to standards.

  • Obtain all necessary information when takingroom reservations.

  • Ensure logging and delivery of all messages,packages, and mail in a timely and professional manner.

  • Be aware of all rates, packages and promotionscurrently underway.

  • Follow and enforce all hotel credit policies.

  • Process and handle guest laundry.

  • Ensure that employees are, at all times,attentive, friendly, helpful and courteous to all guests, managers and other associates.

  • Maintain and monitor "Lost and Found"procedures and policies according to standards.

  • Establish and maintain key control system.

  • Ensure participation within department formonthly team meeting.

  • Focus the Front Office Department on their rolein contributing to the guest service scores.

  • Follow the principles of POS (PositivelyOutrageous Service).

  • Follow at 100% compliance all JLHM StandardOperating Procedures (SOPs).

  • Strive to enhance TripAdvisor Scores &Ranking by soliciting reviews from guests. Encourage front office team membersto do the same.

  • Strive to enhance Marriott brand GSS scores ofthe property. Ensure that all associates in the department understand currentstatus and goals moving forward.

  • Adhere to at 100% levels all Marriott/SpringHillSuites brand standards, goals, programs and activities.


  • Monitor all V.I.P.'s, special guests andrequests.

  • Maintain required pars of all front office andstationary supplies.

  • Review daily Front Office work and activity reportsgenerated by Night Audit.

  • Review Front Office log book and Guest Requestlog on a daily basis.

  • Assist the General Manager and EngineeringDepartment in implementing and maintaining emergency procedures.

  • Conduct meetings according to standards asrequired by management.

  • Other duties as required.

Job Requirements

Mental requirements:

  • Must be able to convey information and ideasclearly.

  • Must be able to evaluate and select amongalternative courses of action quickly and accurately.

  • Must work well in stressful, high- pressuresituations.

  • Must maintain composure and objectivity underpressure.

  • Must be effective in handlingopportunities/issues in the workplace, including anticipating, preventing,identifying and solving as necessary.

  • Must have the ability to assimilate complexinformation, data, etc., from disparate sources and consider, adjust or modifyto meet the constraints of the particular need.

  • Must be effective at listening to,understanding, and clarifying the concerns and issues raised by co-workers andguests.

  • Must be able to work with and understandfinancial information and data, and basic arithmetic functions utilizing

Microsoft Excel and other systems.

This company is an equal opportunity employer.


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Franchised Front Office Manager

Expired Job