Assistant Director of Front Office

Marriott•Chula Vista, CA

4d•$88,000 - $107,000

About The Position

The Assistant Director of Front Office assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role directs and works with managers and employees to carry out procedures that ensure efficient check-in and check-out processes, guest and employee satisfaction, and strong departmental financial performance. The position supervises and manages employees and daily operations, supports guest-service goals, promotes continuous improvement, resolves guest and employee concerns, and ensures compliance with front office and credit policies. It functions in place of the Front Office Manager in their absence and communicates relevant information to front office staff and colleagues. Gaylord Hotels describes its associates as creative, entrepreneurial, and dedicated to thoughtful, big-hearted service. The brand offers career opportunities as part of Marriott International. Marriott International is an equal opportunity employer and is committed to non-discrimination on protected bases.

Requirements

High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.
Interpersonal and communication skills to lead, influence, and encourage others.
Ability to demonstrate honesty and integrity, lead by example, and support sound financial and business decision-making.
Ability to manage employees and day-to-day operations and to perform employee duties when needed.
Ability to handle complaints, settle disputes, and resolve grievances and conflicts.
Ability to communicate information clearly and work collaboratively with employees, managers, guests, and colleagues.
Ability to analyze information and evaluate results to solve problems.

Responsibilities

Assist the Front Office Manager with administering front office functions and supervising staff across Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
Direct and work with managers and employees to ensure efficient check-in and check-out procedures and guest and employee satisfaction.
Supervise employees and manage day-to-day front office operations, including understanding employee duties well enough to cover in their absence.
Encourage trust, respect, cooperation, recognition, and open working relationships among employees.
Manage daily operations to meet quality standards and customer expectations; set goals and plans to organize and prioritize work.
Handle complaints, disputes, grievances, conflicts, and guest problems effectively.
Work to improve service performance and collaborate with the Front Office Manager on departmental service improvements.
Communicate front office goals clearly and consistently, and emphasize guest satisfaction and continuous improvement in department meetings.
Participate in developing and implementing corrective action plans based on comment cards and guest satisfaction results.
Provide exceptional customer service, demonstrate appropriate guest-relations behaviors, and empower employees to serve guests well.
Interact with guests to obtain feedback on product quality, service levels, and satisfaction; provide employees with coaching and feedback based on service observations.
Implement customer recognition and service programs and ensure staff follow the process.
Ensure compliance with front office policies, standards, and procedures, and monitor adherence to credit policies and procedures to reduce bad debts and rebates.
Provide information to supervisors and co-workers by telephone, in writing, by email, or in person.
Analyze information and evaluate results to select solutions and solve problems.
Keep executives, peers, and subordinates informed of relevant information in a timely manner.
Act in place of the Front Office Manager when that manager is absent.
Communicate critical information from pre- and post-convention meetings to Front Office staff.
Participate in department meetings.