Assistant Front Desk Manager

Marriott•National Harbor, MD

11d•$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.
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.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
Complies with loss prevention policies and procedures.

Nice To Haves

Experience in the guest services, front desk, or related professional area (if high school diploma is held).

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 complaints, disputes, grievances, and conflicts.
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 individual 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 the review of comment cards and guest satisfaction results with employees.
Ensure employees have the proper supplies and uniforms.
Assist in the use of a guest information tracking system for repeat guest recognition.
Identify developmental needs of others and provide coaching, mentoring, or training.
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 employee recognition programs.
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.