Front Desk Manager

Maintaining Guest Services and Front Desk Goals

Maintains day-to-day operations, including group arrival, registration, VIP registration, and check-out. Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.

Supervises staffing levels to verify that guest service, and operational needs are met. Verifies regular on-going communication with associates to create awareness of business objectives and expectations, recognizes performance, and produces desired results.

Supporting Management of Front Desk Team

Provides coaching and written or verbal documentation of positive and or corrective feedback to Front Desk associates. Supervises and manages associates. Manages all day-to-day operations. Understands associate positions well enough to perform duties in associates' absence.

Communicates verbally and in writing, with all levels of associates and guests that epitomizes the Marriott Vacations Worldwide Service Culture. Maximizes productivity, and identifies problem areas and implement solutions.

Conducting Human Resources Activities

Uses all available on the job training tools to train new hires and provide follow-up training as necessary. Establishes and maintains open, collaborative relationships with associates and ensures associates do the same with them.

• Schedule associates to business demands and for tracks associate time and attendance.
• Ensures associates understand expectations and parameters. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.
• Observes service behaviors of associates and provides feedback to individuals. Ensures associate recognition is taking place on all shifts.
• Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
• Participates in associate progressive discipline procedures. Review associate satisfaction results.
• Participates in interviewing and hiring of team members with the appropriate skills.

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.
• Bridges issues concerning associate satisfaction to the attention of the department manager and Human Resources.
• Makes supervision duties include hiring, training, scheduling, assigning daily tasks, evaluating performance and terminating.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.