HOTELS & HOSPITALITY

Assistant Front Office Manager Vacancy At Marriott Hotels

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Assistant Front Office Manager Vacancy At 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.

JOB SUMMARY

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements in the Front Office Department.  Front office areas include Porter & Doorman Staff, At Your Service Agents, Front Desk Receptionists and Night Receptionists. Strives to ensure guest and employee satisfaction and achieve the operating budget.  Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE 

Minimum Requirements

  • High school diploma
  • 2 years experience in the guest services, front desk, or related professional area
  • National Diploma in Hotel Management would be an advantage
  • Must have a valid drivers license
  • Must be trustworthy
  • High level of leadership skills required
  • Excellent communication skills, verbal & written
  • Excellent planning and organizational skills
  • Positive attitude and ability to work long hours
  • Self-driven and motivated individual
  • Excellent guest relations skills
  • High attention to detail
  • Ability to work accurately under pressure
  • Ability to work shifts (Late Shifts, Night Shifts, Weekends, Public Holidays)
  • OPERA knowledge would be an advantage
  • Computer Literacy (MS Word and Excel)
  • Well groomed, presentable and professional manner
  • Valid Driver’s License

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 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 (Marriott Rewards Enrollments, TSA Upselling, Moiblity Goals etc.) and motivates the team to reach the monthly, quarterly and annual goals. Plan, prioritize and organize to accomplish your daily work load.
  • Handles complaints, settling disputes, and resolving grievances and conflicts.
  • 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 the Front Office Manager 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 GuestVoice 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 management team and subordinates on relevant information in a timely manner.
  • Performs all duties at the Front Desk as necessary.
  • Understands the functions of the Porter & Doorman Staff, At Your Service Agents and Concierge/Guest Services operations.
  • Complies with loss prevention policies and procedures.
  • Understanding and adhering to the hotel’s emergency procedures.
  • Conduct daily & monthly stocktakes.
  • Following the correct cash-up and float handling procedures.
  • Assist in the scheduling of Front Office staff rosters.
  • Managing the Front Office team to ensure a controlled, yet energetic working environment.
  • Assists with month end stock takes.
  • Assists with compiling month end reconciliations. 

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HOW TO APPLY:

Interested candidates should APPLY HERE

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