Assistant Front Office Manager

Marriott•Los Angeles, CA

6h•$71,000 - $86,000

About The Position

The Assistant Front Office Manager assists the Front Office Manager with administering front office functions and supervising staff across Bell/Door Staff, Switchboard, Guest Services, and 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 departmental financial performance. The position oversees daily front desk operations, supports employee development and recognition, helps achieve guest service goals, addresses complaints and conflicts, and promotes continuous improvement. It also ensures compliance with front office policies and credit procedures, communicates relevant information to staff and leaders, and fills in for the Front Office Manager when that manager is absent. The role is part of The Ritz-Carlton and Marriott International, where employees are expected to deliver the brand’s Gold Standards and provide thoughtful, exceptional luxury hospitality.

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 support sound financial and business decision-making and demonstrate honesty and integrity.
Ability to lead by example and build trust, respect, and cooperation among team members.
Ability to manage daily operations and perform employee duties when needed.
Ability to handle complaints, disputes, grievances, conflicts, and problems.
Ability to analyze information, evaluate results, and choose solutions.
Ability to provide outstanding hospitality and customer service.

Responsibilities

Assist the Front Office Manager in administering front office functions and supervising Bell/Door Staff, Switchboard, Guest Services, and Front Desk employees.
Direct and support staff in carrying out efficient check-in and check-out procedures.
Manage daily front office operations and ensure service quality, standards, and customer expectations are met.
Supervise and manage employees, understand their roles well enough to perform their duties when needed, and ensure employee recognition occurs on all shifts.
Build trusting, respectful, cooperative, and collaborative relationships with employees.
Set goals and plans to prioritize, organize, and accomplish work.
Handle complaints, disputes, grievances, conflicts, and guest problems effectively.
Work with the Front Office Manager to continually improve departmental service and performance.
Communicate front office goals clearly and consistently and participate in corrective action plans based on guest feedback and satisfaction results.
Promote guest satisfaction and continuous improvement during departmental meetings.
Provide exceptional customer service, demonstrate appropriate hospitality behaviors, and empower employees to deliver excellent service.
Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction.
Coach employees and provide feedback based on observed service behaviors.
Implement customer recognition and service programs and ensure employees follow the process.
Ensure compliance with front office policies, standards, and procedures, as well as credit policies and procedures intended to reduce bad debts and rebates.
Provide information to supervisors and coworkers by telephone, in writing, by email, or in person.
Analyze information and evaluate results to select solutions and solve problems.
Timely inform or 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.
Participate in department meetings.
Deliver The Ritz-Carlton Gold Standards, including its Employee Promise, Credo, and Service Values.