Assistant Manager – Front Office

Marriott • Chicago, IL

13h • Onsite

About The Position

The Assistant Manager – Front Office assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. This role covers front office areas such as Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position involves directing and collaborating with managers and employees to ensure efficient check-in and check-out processes, guest and employee satisfaction, and maximized financial performance of the department. Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity, fostering an environment where unique backgrounds are valued and celebrated. They are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. Marriott Hotels strive to elevate the art of hospitality, delivering thoughtful, heartfelt, forward-thinking service. JW Marriott, part of Marriott International's luxury portfolio, believes associates come first, offering a work experience focused on community, camaraderie, training, development, recognition, and holistic well-being.

Requirements

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees, managing all day-to-day operations and understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.
• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Participates in department meetings.

Benefits

• We’re proud to offer a wide range of benefits designed to support you and your family, enrich your wellbeing, empower your career, and spark new adventures. Benefits eligibility and options may vary depending on employment status, position and location.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees