Assistant Front Office Manager

Marriott•San Antonio, TX

8d•$72,000 - $87,000

About The Position

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. 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 role manages daily operations, supports service goals, resolves guest and employee concerns, 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

Supervise and manage employees and day-to-day front office operations, and understand employee duties well enough to cover them when needed.
Lead by example, encourage cooperation and mutual trust, and maintain open, collaborative relationships with employees.
Ensure employee recognition occurs across all shifts.
Maintain service quality and standards, meet customer expectations, and develop goals and plans to organize and prioritize work.
Handle complaints, disputes, grievances, and conflicts; negotiate resolutions as appropriate.
Work with the Front Office Manager to continually improve departmental service and communicate front office goals clearly and consistently.
Participate in developing and implementing corrective action plans based on comment cards and guest satisfaction results.
Emphasize guest satisfaction in departmental meetings and promote continuous improvement.
Provide exceptional customer service, coach employees, model appropriate behaviors, and empower staff to deliver excellent service.
Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction; provide employees feedback based on observed service behaviors.
Handle guest problems and complaints effectively.
Implement customer recognition and service programs and ensure the process is communicated and followed.
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 coworkers by telephone, in writing, email, or in person.
Analyze information and evaluate results to select solutions and solve problems.
Update executives, peers, and subordinates on relevant information in a timely manner.
Function in place of the Front Office Manager when that manager is absent.
Communicate critical information from pre- and post-convention meetings to front office staff.
Participate in department meetings.