Assistant Front Desk Manager

Marriott•Vienna, VA

21h•$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.

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.
Utilize interpersonal and communication skills to lead, influence, and encourage others.
Encourage and build mutual trust, respect, and cooperation among team members.
Serve as a role model demonstrating appropriate behaviors.
Understand employee positions to perform duties in their absence.
Handle employee questions and concerns.
Support all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
Support daily Front Desk shift operations.
Ensure quality, standards, and customer expectations are met daily.
Develop specific goals and plans to prioritize, organize, and accomplish work.
Handle complaints, settle disputes, resolve grievances and conflicts, or negotiate with others.
Participate in department meetings and communicate Front Desk goals.
Strive to improve service performance.
Observe staffing levels to meet guest service, operational needs, and financial objectives.
Support training of staff on credit policies and procedures.
Support same-day selling procedures to maximize room revenue and property occupancy.
Understand the impact of Front Desk operations on overall property financial goals.
Provide services that are above and beyond for customer satisfaction and retention.
Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching.
Set a positive example for guest relations.
Encourage employees to provide excellent customer service.
Handle guest problems and complaints, seeking assistance from supervisors as necessary.
Interact with guests to obtain feedback on product quality and service levels.
Support implementation of customer recognition/service programs.
Assist in reviewing comment cards and guest satisfaction results with employees.
Ensure employees have the proper supplies and uniforms.
Assist in using a guest information tracking system for repeat guest recognition.
Identify developmental needs of others and coach/mentor them.
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.