Assistant Front Office Manager

Marriott•Cleveland, OH

3d•$25 - $26•Onsite

About The Position

Assist the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service, and compliance with corporate and franchise policies and procedures while meeting or exceeding financial goals. Ensure guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The Assistant Front Office Manager supports front desk and guest services operations, staff training and development, labor and expense management, guest satisfaction tracking, room inventory, and coordination with other hotel departments and the sales team. The role also helps ensure that front office systems, equipment, procedures, and brand quality standards are maintained.

Requirements

At least 1 year of front desk experience.
High school diploma or equivalent.
Proficiency with a property management system (PMS) and computer literacy.
Advanced knowledge of the Marriott Bonvoy program.
Ability to handle cash and credit transactions.
Professional appearance and manner.
Thorough knowledge of front office operations and job requirements.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Ability to manage multiple tasks and strong organizational skills.
General knowledge of local attractions and transportation.
Ability to stand for 4 or more hours at a time, with or without reasonable accommodation.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates and customers.
Ability to remain calm and alert during emergencies or heavy hotel activity and serve as a role model for clerks and other associates.
Effective verbal and written communication skills.
Ability to adapt communication style to different audiences.

Nice To Haves

Hotel experience preferred.

Responsibilities

Ensure efficient guest registration, checkout, guest service, and telephone service while applying brand standards.
Implement company and Marriott programs.
Monitor and maintain front office systems and equipment for optimum performance.
Track guest satisfaction surveys and maximize use of the guest response tracking system.
Provide training for entry-level associates and supervisors.
Develop and implement expense-management controls.
Use labor-management tools to schedule staff and control labor costs.
Interview, hire, train, and develop staff; resolve problems; maintain open communication; recommend discipline or termination when appropriate; and ensure timely completion of performance appraisals.
Communicate clear direction to staff verbally and in writing.
Interact positively with customers and resolve problems to maintain high customer satisfaction and service quality.
Ensure compliance with front office, guest service, and PBX standard operating procedures and policies, and consistently apply Front Office Quality Standards.
Coordinate activities with other hotel departments to improve communication and guest satisfaction.
Assist with daily room-inventory status maintenance to optimize revenue while meeting guest expectations.
Maintain front desk equipment and par stock of supplies.
Resolve customer complaints and anticipate potential problems by monitoring complaints, operational issues, business flow, and associate performance.
Develop relationships with the sales team to discuss and implement strategies to improve occupancy and revenue.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.