Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Front Office Manager

Expired Job

Marriott Hotels Resorts /JW Marriott New York , NY 10001

Posted 4 months ago

JOB SUMMARY

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable.

As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 4 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; 2 years experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Leading Guest Services 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 builds mutual trust, respect, and cooperation among team members.

Serves 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.

Ensures recognition of employees is taking place across areas of responsibility.

Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

Celebrates successes and publicly recognizes the contributions of team members.

Maintaining Guest Services and Front Desk Goals

Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

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.

Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Understands the impact of Front Office operations on the Rooms area and overall property financial goals.

Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

Ensures compliance with all Front Office 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.

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.

Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

Strives to improve service performance.

Empowers employees to provide excellent customer service.

Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Responds to and handles guest problems and complaints.

Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

Establishes challenging, realistic and obtainable goals to guide operation and performance.

Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

Ensures employees are treated fairly and equitably.

Manages employee progressive discipline procedures for Front Office Staff.

Administers the performance appraisal process for direct report managers.

Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

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.

Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.



See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Front Office Manager

Hilton Grand Vacations

Posted 3 weeks ago

VIEW JOBS 11/16/2018 12:00:00 AM 2019-02-14T00:00 Job Description What will I be doing? As a Front Office Manager you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards: * Manage the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided. * Ensure all guests/owners are being treated in an efficient and courteous manner and that all Hilton Grand Vacation standards are being applied. * Oversees and determines the resolution of problems arising from owner/guest concerns with a commitment to satisfying every guest/owner. Reports any unresolved problems to the General Manager. * Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest's satisfaction. * Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest's expectations. * Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guests satisfaction. * Assists with owner and guest activities and recreation as required by management. * Manages night audit activity and the preparation of weekly accounting reports ensuring property operations meets internal audit standards. Ensures the provision of special services to owners and guests. * Ensure all Front Office quality standards are complied with and that all policies and procedures are consistently applied. * Routinely inspects department to ensure that equipment is in proper working condition and supplies are stocked. * Manages and accounts for the accurate collection of monies due to the property. * Work in conjunction with accounting to maintain and minimize levels of account receivables. * Manages personnel functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay and recognition. * Maintains a positive cooperative work environment between staff and management. * Helps develop management talent by acting as a mentor for direct reports. Promotes team member empowerment. * Ensures team members fully understand performance standards, uniforms and appearance standards. * Ensure the timely completion of team member work schedules and performance appraisals. * Monitors payroll hours and reports. * Manages key control procedures. * Attends management meetings and conducts departmental meetings. * May be required to perform other reasonable duties as requested by management. * Performs Fires Safety duties as a Fire Safety Director Qualifications What are we looking for? Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience: * High School Diploma or Equivalent * At least 3 years of Direct Front Desk or Front Office operations experience in hospitality environment. * 2+ year of supervisory/managerial experience. * Must be available to work a flexible schedule. It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: * BA/BS/Bachelor's Degree * VOICE Certified * 5-7 years of related experience preferred. * 4+ years of management experience Hilton Grand Vacations New York NY

Front Office Manager

Expired Job

Marriott Hotels Resorts /JW Marriott