Assistant Front Desk Manager

Marriott • Chicago, IL

5d • $28 - $31 • Onsite

About The Position

This is an entry-level management position responsible for leading and assisting with the successful completion of daily shift requirements for Front Office areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role aims to ensure guest and employee satisfaction, achieve operating budget goals, and assist with financial and administrative responsibilities.

Requirements

• High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area.
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with no work experience required.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Demonstrates honesty and integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Understands employee positions well enough to perform duties in employees' absence.
• Handles employee questions and concerns.
• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Supports daily Front Desk shift operations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, resolves grievances and conflicts, or otherwise negotiates with others.
• Participates in department meetings and communicates a clear and consistent message regarding Front Desk goals.
• Strives to improve service performance.
• Observes staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Supports training of staff on adherence to all credit policies and procedures.
• Supports same-day selling procedures to maximize room revenue and property occupancy.
• Understands the impact of Front Desk operations on overall property financial goals and objectives.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching.
• Sets a positive example for guest relations.
• Encourages employees to provide excellent customer service within guidelines.
• Handles guest problems and complaints seeking assistance from supervisor as necessary.
• Performs all duties at the Front Desk as necessary.
• Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
• Complies with loss prevention policies and procedures.

Nice To Haves

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major (if high school diploma is the educational background).

Responsibilities

• Lead and assist with daily shift requirements for Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
• Ensure guest and employee satisfaction.
• Achieve operating budget goals.
• Assist with financial and administrative responsibilities.
• Support day-to-day operations, ensuring quality and standards.
• Handle guest problems and complaints.
• Interact with guests to obtain feedback.
• Support implementation of customer recognition/service programs.
• Assist in reviewing comment cards and guest satisfaction results.
• Ensure employees have proper supplies and uniforms.
• Assist in the use of a guest information tracking system for guest recognition.
• Identify developmental needs of others and provide coaching.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provide feedback to individuals based on observation of service behaviors.
• Participate in an ongoing employee recognition program.
• Support training when appropriate.
• Participate in the employee performance appraisal process.
• Provide information to supervisors, co-workers, and subordinates.
• Analyze information and evaluate results to solve problems.
• Inform and update executives, peers, and subordinates on relevant information.
• Perform all duties at the Front Desk as necessary.
• Understand the functions of Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Comply with loss prevention policies and procedures.

Benefits

• Wide range of benefits designed to support you and your family, enrich your wellbeing, empower your career, and spark new adventures.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED