Front Office Manager

General Summary Of Duties

The Front Office Manager is responsible for leading the daily direction and administration of Front Office operations in the hotel's effort to deliver outstanding guest service, operational excellence and financial profitability. This position supports the Director of Front Office by supervising Front Office leaders and associates, driving guest satisfaction, maintaining brand standards, maximizing room revenue and ensuring consistent execution of policies, procedures and service initiatives.

Responsibilities

• Manage and support all Front Office operations to include, but not limited to, guest service and registration, check-in/check-out, room inventory and availability, guest service standards and initiatives, product quality, cost controls, systems use, policy and procedure implementation and overall profitability.
• Provide hands-on leadership to attract, retain, motivate and develop Front Office associates and supervisors; assist with hiring, training, coaching, counseling, performance feedback and accountability to JW Marriott brand standards.
• Monitor and develop team member performance through one-on-one meetings, observation, recognition, coaching, corrective feedback, re-training and follow-up on team member concerns.
• Conduct pre-shift meetings and daily communication with staff to review guest feedback, shift reports, daily events, arrivals, departures, groups in-house, service priorities and operational updates.
• Conduct on-the-spot coaching, role-playing and service observations to ensure all guest service programs, luxury service standards and Front Office procedures are consistently executed.
• Assist in monitoring and assessing service and satisfaction trends, including guest surveys and service feedback; evaluate issues, identify opportunities and implement immediate improvements.
• Ensure associates have current knowledge of hotel products, services, facilities, events, pricing, policies, Marriott initiatives and the Nashville area in order to provide accurate and anticipatory guest service.
• Resolve guest concerns and Marriott Customer Care issues promptly and professionally, implementing appropriate service recoveries and following up to ensure guest satisfaction.
• Act as Manager on Duty for the hotel as scheduled, handling guest concerns, problem solving, disturbances, special requests, service recoveries and other operational issues that may arise.
• Maximize room occupancy and revenue through effective inventory management, sell-out efficiencies, up-selling techniques, oversell strategies and coordination with Rooms Control and related departments.
• Assist with scheduling, staffing and labor management to ensure appropriate coverage based on business volumes, peak periods, high occupancies and service needs.
• Support department financial goals by monitoring expenses, supplies, operational controls, cash handling procedures, billing processes and Front Office productivity.
• Conduct frequent hospitality and brand standard audits to ensure staff performance, appearance, service delivery and operational execution reflect positively on the department and the JW Marriott brand.
• Coordinate with Housekeeping, Engineering, Security, Reservations, Rooms Control and other departments to resolve operational issues and support a seamless guest experience.
• Participate in required meetings, communication meetings and the M.O.D. program as scheduled; prepare or contribute to meeting notes, action items and follow-up as needed.
• Perform additional duties and projects as assigned in support of the Director of Front Office, Hotel Manager and overall hotel operations.

Qualifications

• Ability to speak, read, write and understand English
• Professional demeanor appropriate for a luxury environment
• Thorough knowledge of Front Office operations, systems, guest service standards, room inventory management, scheduling, policies and procedures
• Minimum of three (3) years hotel experience in Front Office, Rooms or related guest services role preferred
• Minimum of two (2) years supervisory or management experience in a high volume, luxury hotel environment preferred
• Excellent interpersonal, leadership, management, communication, coaching and training skills are essential
• Well organized with demonstrated problem-solving, decision-making and follow-through skills
• Ability to analyze business needs, manage priorities and support revenue, guest satisfaction and productivity goals
• Must be able to work well under stressful situations and handle guest and associate challenges in a professional manner
• Positive attitude, team focus, enthusiasm and excellent customer service skills
• Ability to work a flexible schedule, including evenings, weekends and holidays, according to department needs

Education

Bachelor's degree in Hospitality Management, Hotel Administration or related major preferred.

Physical / Mental Demands

• Stand, sit, or walk for extended periods of time
• Must be able to bend, stoop, crouch
• Must use hands to reach, grasp, handle, pull and push
• Must have good near and far vision
• Must be able to hear, talk, smell