Assistant Front Office Manager

Marriott•Surfside, FL

2h•$28 - $34

About The Position

The Assistant Front Office Manager assists the Front Office Manager in administering front office functions and supervising staff. Front office areas include Bell/Door Staff, Switchboard, Guest Services, and Front Desk. The role directs and works with managers and employees to ensure an efficient check-in and check-out process, guest and employee satisfaction, and strong departmental financial performance. The position manages daily front desk operations, supports and develops employees, and helps the department meet guest service goals. It handles guest concerns, gathers feedback, promotes continuous service improvement, implements customer recognition and service programs, and ensures compliance with front office and credit policies. The Assistant Front Office Manager functions in place of the Front Office Manager when that manager is absent. At The Ritz-Carlton, the role is expected to deliver the brand’s Gold Standards and contribute to a culture of gracious, thoughtful luxury hospitality. Marriott International describes itself as an equal opportunity employer committed to welcoming people and valuing associates’ diverse backgrounds and experiences.

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.
Interpersonal and communication skills to lead, influence, and encourage others.
Ability to demonstrate sound financial and business decision-making, honesty, integrity, and leadership by example.
Ability to manage day-to-day operations, resolve conflicts and complaints, analyze information, and solve problems.
Ability to provide hospitality-focused customer service and communicate effectively with guests, employees, supervisors, peers, and executives.

Responsibilities

Assist the Front Office Manager with administering front office functions and supervising staff across Bell/Door Staff, Switchboard, Guest Services, and Front Desk.
Direct and work with managers and employees to ensure efficient check-in and check-out processes and support guest and employee satisfaction and departmental financial performance.
Supervise employees and manage day-to-day operations, including understanding employee roles well enough to perform their duties when needed.
Encourage trust, respect, cooperation, recognition, and open, collaborative relationships among employees.
Manage daily operations to meet service quality standards and customer expectations; establish goals and plans to organize and prioritize work.
Handle complaints, disputes, grievances, conflicts, guest problems, and other concerns effectively.
Collaborate with the Front Office Manager to continually improve departmental service and communicate front office goals consistently.
Participate in corrective action plans based on comment cards and guest satisfaction results, and emphasize guest satisfaction and continuous improvement in meetings.
Provide exceptional customer service, model appropriate guest-relations behaviors, empower employees, and coach them to understand and meet guest needs.
Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction; provide employees with feedback based on observed service behaviors.
Implement customer recognition and service programs and ensure compliance with front office policies, standards, and procedures.
Monitor adherence to credit policies and procedures to reduce bad debts and rebates.
Communicate information to supervisors and co-workers by telephone, in writing, by email, or in person; analyze information and results to solve problems.
Keep executives, peers, and subordinates informed of relevant information in a timely manner.
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.