Director of Front Office

Marriott International • Atlanta, GA

119d • $65,000 - $86,000

About The Position

Responsible for all front office functions and staff as well as security staff functions. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Requirements

• High school diploma or GED; 6 years experience in guest services, front desk, or related area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 4 years experience in guest services, front desk, or related area.

Responsibilities

• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees and day-to-day operations.
• Establishes and maintains open, collaborative relationships with employees.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.
• Achieves and exceeds performance, budget, and team goals.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Conducts department meetings and communicates department goals.
• Supervises and coordinates activities for luggage attendants, garage valets, door attendants, and concierge.
• Reviews staffing levels to meet guest service and operational needs.
• Manages department controllable expenses to achieve budgeted goals.
• Handles guest complaints and verifies resolution of guest issues.
• Protects property and provides a safe environment for guests and staff.
• Oversees all on-duty security personnel and coordinates job assignments.
• Verifies compliance with all Front Office policies, standards, and procedures.
• Provides services that are above and beyond for customer satisfaction.
• Acts as the 'Service Champion' for the Front Office.
• Identifies developmental needs of others and provides coaching and mentoring.
• Administers the performance appraisal process for direct report managers.
• Interviews and hires managers and hourly employee team members.

Benefits

• Salary range of $65,000 to $86,000 annually.
• Bonus program.
• Comprehensive health care benefits.
• 401(k) plan with up to 5% company match.
• Employee stock purchase plan at 15% discount.
• Accrued paid time off (including sick leave where applicable).
• Life insurance.
• Group disability insurance.
• Travel discounts.
• Adoption assistance.
• Paid parental leave.
• Health savings account (except for positions based out of or performed in Hawaii).
• Flexible spending accounts.
• Tuition assistance.
• Pre-tax commuter benefits.
• Other life and work wellness benefits.

What This Job Offers

• Job Type: Full-time
• Industry: Accommodation
• Education Level: High school or GED