Front Desk Manager Overnight

About the role

JW Marriott Orlando Bonnet Creek Resort & Spa seeks a Front Desk Manager to assist the Front Office Manager in overseeing front office functions and supervising staff.

Responsibilities

• Maintains guest services and front desk goals by managing day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, resolves grievances, and negotiates with others.
• Supervises staffing levels to meet guest service, operational needs, and financial objectives.
• Communicates regularly with employees to create awareness of business objectives, set expectations, recognize performance, and achieve desired results.
• Manages department operations to align with overall property financial goals and objectives.
• Supports management of the front desk team by utilizing interpersonal and communication skills, leading, influencing, and encouraging others, advocating sound financial/business decisions, demonstrating honesty/integrity, and leading 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; establishes and maintains open, collaborative relationships with employees; and supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• Ensures exceptional customer service by providing services that are above and beyond for customer satisfaction and retention, improving service by communicating and assisting individuals to understand guest needs, responding to and handling guest problems and complaints, setting a positive example for guest relations, empowering employees to provide excellent customer service, observing service behaviors of employees and providing feedback, interacting with customers to obtain feedback on quality of product, service levels, and overall satisfaction, ensuring employees understand customer service expectations and parameters, interacting with guests to obtain feedback on product quality and service levels, emphasizing guest satisfaction during all departmental meetings and focusing on continuous improvement.
• Manages projects and policies by implementing the customer recognition/service program, training staff and monitoring adherence to credit policies and procedures, supervising same day selling procedures to maximize room revenue and control property occupancy, supervising daily Front Desk shift operations and ensuring compliance with all policies, standards, and procedures, ensuring property policies are administered fairly and consistently, supporting the Peer Review Process, and bringing issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Supports human resource activities by supporting the developmental needs of others, coaching, mentoring, or otherwise helping others to improve their knowledge or skills, soliciting employee feedback, utilizing an “open door” policy, reviewing employee satisfaction results to identify and address employee problems or concerns, assisting as needed in the interviewing and hiring of employee team members with the appropriate skills, participating in employee progressive discipline procedures, and providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Performs all duties at the Front Desk as necessary, runs Front Desk shifts whenever necessary, participates in departmental meetings, and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

Qualifications

• Education and Experience: High school diploma or GED; 2 years experience in 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; no work experience required.