Assistant Front Office Manager

Marriott • Los Angeles, CA

3d • $71,000 - $86,000

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. The position 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 supports front desk team management, daily service operations, guest satisfaction, and compliance with front office policies and credit procedures. It also functions in place of the Front Office Manager when that manager is absent. W Hotels describes its service philosophy as “Whatever/Whenever” and its mission as “Ignite Curiosity, Expand Worlds.”

Requirements

• High school diploma or GED and two years of experience in guest services, front desk, or a related professional area; alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no work experience required.

Responsibilities

• Lead, influence, and encourage employees while modeling honesty, integrity, sound business judgment, and appropriate workplace behavior.
• Build mutual trust, respect, cooperation, and collaborative relationships among team members and employees.
• Supervise and manage employees and day-to-day front office operations, and understand employees’ duties well enough to perform them in their absence.
• Ensure employee recognition occurs across all shifts.
• Maintain service quality and standards and meet customer expectations in daily operations.
• Develop goals and plans to prioritize, organize, and complete work.
• Handle complaints, disputes, grievances, and conflicts, and negotiate resolutions as appropriate.
• Improve service performance and collaborate with the Front Office Manager on ongoing departmental service improvements.
• Communicate clear and consistent front office goals and participate in corrective action plans based on comment cards and guest satisfaction results.
• Emphasize guest satisfaction in departmental meetings and promote continuous improvement.
• Provide outstanding hospitality and service that supports customer satisfaction and retention.
• Communicate guest needs to employees and provide guidance, feedback, and coaching to improve service.
• Empower employees to deliver excellent customer service and provide feedback based on observed service behaviors.
• Interact with guests to gather feedback on product quality, service levels, and overall satisfaction; effectively handle guest problems and complaints.
• Implement the customer recognition and service program and communicate and ensure its processes are followed.
• Ensure 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 evaluate results to select solutions and solve problems.
• Keep executives, peers, and subordinates informed of relevant information in a timely manner.
• Act 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED