Front Desk Manager

Job Summary

Affords assistance to the Front Office Manager in managing front office functions and overseeing staff daily. Front office areas encompass Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Directs and collaborates with managers and employees to ensure an efficient check-in/check-out process. Ensures guest and employee satisfaction and optimizes departmental financial performance.

Position Overview

Relocation assistance available.

Candidate Profile

• Education and Experience:
  • High school diploma or GED; 2 years experience in guest services, front desk, or related field.
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring quality, standards, and customer expectations are met.
• Develops specific goals and plans to prioritize, organize, and accomplish tasks.
• Handles complaints, resolves disputes, and negotiates with others.
• Supervises staffing levels to meet guest service, operational, and financial objectives.
• Communicates regularly with employees to foster a collaborative environment and achieve desired outcomes.
• Understands the impact of department operations on overall property financial goals and manages accordingly.

Serving as a Role Model

• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees, performing duties in absence of Front Office or Assistant Front Office Manager.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to gather feedback on service quality and satisfaction.
• Empowers employees to provide excellent customer service.

Supporting Human Resource Activities

• Solicits employee feedback, utilizes an open-door policy, and addresses employee problems or concerns.
• Bridges gaps between departments and supports the Peer Review Process.
• Assists in interviewing and hiring new employees.
• Participates in employee orientation programs and progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates.
• Analyzes information and evaluates results to solve problems.
• Communicates departmental goals to stakeholders and updates them on relevant information.
• Performs all Front Desk duties as necessary.
• Runs Front Desk shifts as needed.
• Attends and participates in departmental meetings.

Marriott Vacations Worldwide is an Equal Opportunity Employer