Assistant Front of House Manager

Marriott•New York, NY

2h•$107,000 - $132,000

About The Position

The Assistant Front of House Manager assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role directs and works with managers and employees to ensure efficient check-in and check-out procedures, guest and employee satisfaction, and strong department financial performance. The position manages day-to-day front desk operations, supports and develops employees, maintains service standards, handles guest concerns, and helps improve departmental performance. It also implements customer recognition and service programs, monitors compliance with front office and credit policies, and functions in place of the Front Office Manager when that manager is absent.

Requirements

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

Assist the Front Office Manager with front office functions and daily staff supervision across Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
Direct and work with managers and employees to ensure efficient check-in and check-out procedures.
Manage day-to-day operations and supervise employees, including understanding their positions well enough to perform their duties when needed.
Encourage trust, respect, cooperation, and open, collaborative relationships among team members; verify employee recognition occurs across all shifts.
Monitor service quality and standards, work toward guest-service goals, and develop plans to prioritize and accomplish work.
Handle complaints, disputes, grievances, and conflicts, and work to improve service performance.
Collaborate with the Front Office Manager to continually improve departmental service and communicate front office goals consistently.
Participate in developing and implementing corrective action plans based on comment cards and guest-satisfaction results; emphasize guest satisfaction in meetings and continuous improvement.
Provide outstanding customer service, model appropriate guest-relations behavior, empower employees to serve guests, and coach employees using feedback and service observations.
Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction; handle guest problems and complaints effectively.
Implement customer recognition and service programs and ensure the processes are communicated and followed.
Verify compliance with front office policies, standards, and procedures, and monitor adherence to credit policies and procedures to reduce bad debts and rebates.
Provide information to supervisors and coworkers by telephone, in writing, by email, or in person; analyze information and results to select solutions and solve problems.
Timely inform and update executives, peers, and subordinates on relevant information.
Act in place of the Front Office Manager during that manager's absence.
Communicate critical information from pre- and post-convention meetings to Front Office staff and participate in department meetings.