Assistant Front Desk Manager

Marriott•Nashville, TN

1d•$25 - $29•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 in financial and administrative responsibilities.

Requirements

High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Nice To Haves

Utilizes interpersonal and communication skills to lead, influence, and encourage others.
Advocates sound financial/business decision making.
Demonstrates honesty/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, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Strives to improve service performance.
Observes staffing levels to ensure that guest service, operational needs and financial objectives are met.
Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
Supports same day selling procedures to maximize room revenue and property occupancy.
Understands the impact of Front Desk operations on the 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 when needed.
Sets a positive example for guest relations.
Encourages employees to provide excellent customer service within guidelines.
Seeks assistance from supervisor as necessary for guest problems and complaints.
Supports the process of customer recognition/service programs.
Mentors or otherwise helps others to improve their knowledge or skills.
Performs all duties at the Front Desk as necessary.
Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.

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 in completing 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 the review of comment cards and guest satisfaction results.
Ensure employees have the 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.