Front Desk Manager

Marriott Vacations Worldwide•Kaanapali, HI

31d•$72,500 - $80,000

About The Position

The Front Desk Manager 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, Guest Services, and Front Desk. The position directs and works with managers and employees to ensure efficient check-in and check-out procedures, guest and employee satisfaction, and strong departmental financial performance. The role manages day-to-day front desk operations, supports and supervises the front desk team, and ensures adherence to service standards, policies, and procedures. It also handles guest concerns, coaches employees, supports hiring and onboarding, and performs front desk duties or runs shifts as needed. A valid driver's license may be required, with at least one year of clean driving history. Relocation assistance is available.

Requirements

High school diploma or GED and two years of experience in guest services, front desk, or a related professional area; OR 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.
A valid driver's license may be required, with at least one year of clean driving history.

Responsibilities

Manage day-to-day operations and ensure service quality, standards, and customer expectations are met.
Develop goals and plans to prioritize, organize, and accomplish work.
Handle complaints, disputes, grievances, conflicts, and negotiations.
Supervise staffing levels to meet guest service, operational, and financial objectives.
Communicate business objectives and expectations to employees, recognize performance, and support desired results.
Manage department operations to achieve or exceed property financial goals.
Lead, influence, and encourage employees while modeling honesty, integrity, and appropriate behavior.
Build trust, respect, cooperation, and collaborative relationships among team members.
Supervise and manage employees and understand their roles well enough to cover their duties when needed.
Supervise all Front Office areas in the absence of the Front Office Manager or Assistant Front Office Manager.
Provide service that supports customer satisfaction and retention; guide, coach, and give feedback to employees.
Respond to and resolve guest problems and complaints, and set a positive example for guest relations.
Empower employees to provide excellent customer service and monitor their service behaviors.
Obtain guest feedback on product quality, service levels, and overall satisfaction, and emphasize continuous improvement.
Implement customer recognition and service programs.
Train staff on credit policies and procedures and monitor compliance to reduce bad debts and rebates.
Supervise same-day selling procedures to maximize room revenue and control property occupancy.
Supervise daily Front Desk shift operations and ensure compliance with policies, standards, and procedures.
Administer property policies consistently and ensure disciplinary procedures and documentation comply with SOPs and LSOPs and support the Peer Review Process.
Support employee development through coaching, mentoring, and other learning assistance.
Solicit employee feedback, use an open-door policy, review satisfaction results, and address employee concerns with department management and Human Resources.
Assist with interviewing and hiring employees and support departmental orientation and new-hire training.
Participate in progressive discipline procedures.
Communicate information to supervisors, coworkers, and subordinates by telephone, in writing, by email, or in person.
Analyze information and evaluate results to select solutions and solve problems.
Provide timely updates to executives, peers, and subordinates.
Perform Front Desk duties and run Front Desk shifts as necessary.
Participate in departmental meetings and communicate Front Desk goals clearly and consistently.