Assistant Front Desk Manager

Marriott•New Orleans, LA

9d•$25 - $29

About The Position

The Assistant Front Desk Manager is an entry-level management position responsible for leading and assisting with daily shift requirements across front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role aims to ensure guest and employee satisfaction, achieve the operating budget, and assist with financial and administrative responsibilities. The position supports front desk operations and team management, guest-service goals, customer satisfaction, implementation of service programs and policies, and human resource activities. It also performs Front Desk duties as needed and supports other Front Office areas in the absence of the Front Office or Front Desk Manager. The role requires understanding Bell Staff, Switchboard, and Concierge/Guest Services operations and complying with loss-prevention policies and procedures.

Requirements

High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area; OR
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.

Responsibilities

Lead and assist with daily shift requirements for front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
Support daily Front Desk shift operations and all areas of the Front Office when the Front Office or Front Desk Manager is absent.
Lead, influence, and encourage team members; model appropriate behavior and foster trust, respect, and cooperation.
Handle employee questions and concerns and understand employee positions well enough to perform their duties when needed.
Support day-to-day operations and ensure service quality, standards, and customer expectations are met.
Develop goals and plans to prioritize, organize, and accomplish work.
Handle complaints, disputes, grievances, and conflicts, negotiating or seeking assistance as appropriate.
Participate in department meetings and communicate Front Desk goals consistently.
Work to improve service performance and observe staffing levels to meet guest-service, operational, and financial objectives.
Support staff training on credit policies and procedures and same-day selling procedures to maximize room revenue and property occupancy.
Understand how Front Desk operations affect property financial goals and objectives.
Provide exceptional customer service, support guest satisfaction and retention, and set a positive example for guest relations.
Communicate and assist others in understanding guest needs; provide guidance, feedback, and coaching when needed.
Encourage employees to provide excellent customer service within guidelines and handle guest problems and complaints, seeking supervisor assistance as necessary.
Interact with guests to obtain feedback on product quality and service levels.
Support implementation of customer recognition and service programs and communicate and ensure their processes are followed.
Assist with reviewing comment cards and guest satisfaction results with employees.
Ensure employees have proper supplies and uniforms.
Assist with using a guest information tracking system to support repeat-guest recognition, preferences, and problem resolution.
Identify development needs and coach, mentor, or otherwise help others improve their knowledge and skills.
Provide direction to subordinates, set performance standards, monitor performance, and give feedback based on observed service behaviors.
Participate in employee recognition, training when appropriate, and employee performance appraisals.
Communicate information to supervisors, coworkers, subordinates, executives, and peers in a timely manner by telephone, writing, email, or in person.
Analyze information and evaluate results to choose solutions and solve problems.
Perform Front Desk duties as necessary, understand Bell Staff, Switchboard, and Concierge/Guest Services functions, and comply with loss-prevention policies and procedures.