Front Office Manager - Franchised

Job Number 24141775 Job Category Rooms & Guest Services Operations Location TownePlace Suites Tempe, 1953 East Rio Salado Parkway, Tempe, Arizona, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation?

N Position Type Management Additional Information: This hotel is owned and operated by an independent franchisee, Marriott Vacations Worldwide. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.

If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Manage and supervise the following Associates: Guest Services and Shuttle Drivers. This includes a daily review of room availability to maximize revenue and occupancy for the hotels (Fairfield Inn and Townplace Suites). Monitor and maintain property management system, inventory, and operation.

Edit and prepare payroll for the department associates. Ensure adherence to property and company policies and procedures. Manage, supervise, and direct all weekly and EOM reporting requirements of the Guest Service department and shuttle drivers.

Possess a valid Drivers License and able to drive a shuttle van, if necessary. Develop long term Guest Service goals with an ongoing training/coaching plan including but not limited to the continuance of monthly meetings held with guest service agents and Guest Service Supervisor as well as the company wide guest service culture training. Serve as the Social Media Champion for the property.

Create responses to complaints in consultation with the General Manager (as appropriate) and serve as a liaison with other departments to create responses that ensure guest/customer loyalty. Schedule all Associates covered by the Front Office as well as the Manager on Duty schedule. Plan work assignments for the department and supervise the staff.

Review the Night Audit work on a daily basis before submitting to the General Manager for review and approval. Ensure City Ledger billing is accurate and current. All outstanding billings on the C/L register should be in “Current or 1-30 days” if possible.

Lead by example and management by walking around, pointing out items to other departments as appropriate. Ensure that all Guest Service Agents follow established guidelines including cash handling, key control and any Sarbanes Oxley guidelines that have been established by operations at Team Headquarters. Work hand in hand with the Housekeeping / Maintenance Departments to minimize deficiencies and ensure the properties’ compliance with all permanent AAH Brand Standards.

Immediate follow up on all guest challenges. Drive effective communication across all departments to ensure consistency, cohesiveness, and understanding of objectives and priorities. Oversee the daily operations and scheduling of the shuttle drivers Other tasks, projects, and duties when needed as assigned by the General Manager.

Education Bachelor’s Degree in Hospitality Management and/or equivalent work experience. Experience Five (5) or more years of experience in hospitality management/supervisory level with specific skills to develop, monitor, and evaluate employee goals, objectives, performance, and to make recommendations when necessary. Excellent communication skills, both written and oral.

Computer experience and knowledge of MS Word, Excel, and Outlook. FOSSE experience is a plus. LI-MM1 Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture This company is an equal opportunity employer. frnch1