Front Desk Manager (NE)

Marriott•New York, NY

6d•$32 - $41

About The Position

The Front Desk Manager is an entry-level management position responsible for leading and assisting with the successful completion of daily shift requirements across front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role works to ensure guest and employee satisfaction, achieve the operating budget, and assist with financial and administrative responsibilities. The manager supports front desk team leadership and daily operations, helps the team meet guest service and operational goals, and contributes to exceptional customer service. The role also supports customer recognition programs, staff development and human resource activities, and compliance with loss prevention policies and procedures. The position is with The Ritz-Carlton, part of Marriott International, whose service approach is guided by its Gold Standards, including its Employee Promise, Credo, and Service Values.

Requirements

High school diploma or GED and 1 year 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.
Interpersonal and communication skills to lead, influence, encourage, and support others.
Ability to demonstrate honesty and integrity, lead by example, and support sound financial and business decisions.

Responsibilities

Lead and assist with successful completion of daily front desk shift requirements and support daily front desk operations.
Support all areas of the Front Office in the absence of the Front Office or Front Desk Manager; understand the functions of Bell Staff, Switchboard, and Concierge/Guest Services.
Model appropriate behavior, encourage trust and cooperation among team members, handle employee questions and concerns, and perform employee duties when needed.
Support day-to-day operations and ensure service quality, standards, and customer expectations are met.
Develop goals and plans to prioritize and organize work; communicate front desk goals and participate in department meetings.
Handle complaints, disputes, grievances, and conflicts, seeking supervisor assistance for guest problems when necessary.
Observe staffing levels to meet guest service, operational, and financial objectives; support staff training on credit policies and procedures.
Support same-day selling procedures to maximize room revenue and property occupancy, and understand the impact of front desk operations on property financial goals.
Provide service that supports customer satisfaction and retention; coach employees, encourage excellent service, and set a positive example for guest relations.
Interact with guests to obtain feedback on product quality and service levels.
Support customer recognition and service programs, review comment cards and guest satisfaction results, and assist with use of guest information tracking systems to recognize preferences and resolve problems.
Ensure employees have proper supplies and uniforms.
Identify employee development needs, coach and mentor staff, provide guidance and performance feedback, participate in employee recognition and appraisal processes, and support training as appropriate.
Communicate relevant information to supervisors, co-workers, subordinates, executives, and peers by telephone, in writing, email, or in person.
Analyze information and results to select solutions and solve problems; keep relevant parties updated in a timely manner.
Perform front desk duties as necessary and comply with loss prevention policies and procedures.