Assistant Director of Front Office

Marriott•Dallas, TX

2d•$72,000 - $87,000

About The Position

The Assistant Director of Front Office assists the Front Office Manager with administering front office functions and supervising staff. Areas include Bell/Door Staff, Switchboard, Guest Services, and Front Desk. The role directs and works with managers and employees to ensure efficient check-in and check-out procedures, guest and employee satisfaction, and strong financial performance for the department. The position may function in place of the Front Office Manager during that manager’s absence.

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 is accepted with no work experience required.

Responsibilities

Lead, influence, and encourage employees while modeling honesty, integrity, sound business judgment, and appropriate conduct.
Build trust, respect, cooperation, and open working relationships among employees.
Supervise employees and manage day-to-day front office operations; understand employee duties well enough to cover them when needed.
Ensure employee recognition takes place across all shifts.
Maintain service quality and standards and meet customer expectations in daily operations.
Develop goals and plans to prioritize, organize, and complete work.
Handle complaints, disputes, grievances, and conflicts, and negotiate resolutions as appropriate.
Improve service performance and collaborate with the Front Office Manager on ongoing departmental improvements.
Communicate Front Office goals and participate in corrective action plans based on comment cards and guest satisfaction results.
Emphasize guest satisfaction and continuous improvement in departmental meetings.
Provide exceptional customer service, promote guest satisfaction and retention, and coach employees to understand and meet guest needs.
Serve as a role model for hospitality and guest relations, empower employees to provide excellent service, and provide feedback based on observed service behaviors.
Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction; handle guest problems and complaints effectively.
Implement customer recognition and service programs and ensure compliance with Front Office policies, standards, and procedures.
Monitor adherence to credit policies and procedures to reduce bad debts and rebates.
Share information with supervisors and coworkers by telephone, in writing, by email, or in person; analyze information and results to select solutions and solve problems.
Keep executives, peers, and subordinates informed of relevant information in a timely manner.
Communicate critical information from pre- and post-convention meetings to Front Office staff.
Participate in department meetings.