Front Desk Manager
About The Position
We are seeking a highly organized and customer-focused Front Desk Manager to oversee the daily operations of our front desk at the Marriott Phoenix, Airport. The ideal candidate will ensure a smooth and welcoming experience for all guests and visitors, manage front desk staff, and maintain efficient administrative processes. The Assistant Front Office Manager is responsible for supporting the management and operations of the Front Office and respective staff. The manager is responsible for lodging operations during their shift, reconciling lodging inventory issues that arise and resolving lodging type conflicts and/or oversells, managing guest’s requests, preferences and assisting front line staff in delivering hotel standards of service.
Requirements
- At least 2 years full service hotel guest service supervisory and night audit experience with an emphasis on guest service satisfaction and excellent communication skills.
- Customer satisfaction (guest feedback, social media review).
- Financial performance (up selling, room revenue, operation auditing).
- Showing initiative, problem solving, staff training, team leading.
- Computer Knowledge and experience in MS office programs.
Nice To Haves
- Previous Marriott experience a plus but not required.
- Knowledge of Marsha, Marriott PMS a plus.
- Degree or Diploma in Hospitality Management is an asset or Graduates bachelor degree and/or diploma in hotel or other related field.
Responsibilities
- Manage and motivate the Front Office team to provide a high standard of service for customers.
- Welcome guests and foster customer loyalty through a friendly manner.
- Develop high-quality relationships with guests throughout their stay.
- Handle any guest complaints or contentious issues that cannot be settled directly by team members and provide a fast solution.
- Oversee and supervise guest arrivals and departures with the Front Office Executive and Duty Managers.
- Provide a high level of customer service and maintain a high profile in the day-to-day Front Office operations.
- Ensure that personalized service is offered to each and every guest.
- Ensure that the pricing policy and internal audit procedures are duly applied.
- Supervise the management of debtors, group and individual guest invoicing and cash operations.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Prepare room revenue and occupancy forecast and take action on rate strategies.
- Be involved in the recruitment of new team members for Front Office.
- Integrate and train employees, providing support for skills development.
- Ensure that all Front Desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
- Ensure that the workplace remains clean and tidy.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Make sure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REVPAR.
- Have a good knowledge of all systems and standard operating procedures of Front Office.
- Ensure that guest documentation and information is available and up-to-date.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
