Front Desk Manager

Marriott•Orlando, FL

14d•$56,000 - $71,000

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, and Guest Services/Front Desk. The role 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 manager oversees daily Front Office operations, staffing, service quality, and compliance with policies and procedures. They lead, coach, and support employees; respond to guest concerns and gather service feedback; and contribute to employee hiring, orientation, development, and progressive discipline. They may perform Front Desk duties and run Front Desk shifts as needed. Marriott International describes itself as an equal opportunity employer committed to welcoming people and providing access to opportunity. Renaissance Hotels seeks associates who help guests discover the character of the neighborhoods they visit.

Requirements

High school diploma or GED and 2 years 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.
Ability to lead and influence others using interpersonal and communication skills.
Ability to handle guest complaints and resolve disputes and conflicts.
Ability to coach, mentor, and support employee development.
Ability to analyze information and evaluate results to solve problems.

Responsibilities

Manage day-to-day Front Desk operations and ensure service quality, standards, and customer expectations are met.
Develop goals and plans to organize, prioritize, and accomplish work.
Handle complaints, disputes, grievances, and conflicts.
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 the department in alignment with property financial goals and objectives.
Lead, influence, and encourage employees; demonstrate sound business judgment, honesty, integrity, and appropriate role-model behavior.
Build trust, respect, cooperation, and collaborative relationships among team members.
Supervise and manage employees and understand their duties well enough to cover in their absence.
Supervise Front Office areas when the Front Office Manager or Assistant Front Office Manager is absent.
Provide service that supports customer satisfaction and retention, and respond to guest problems and complaints.
Coach employees, communicate guest needs, give feedback, and reinforce customer-service expectations.
Observe employee service behaviors and provide individual feedback.
Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction.
Emphasize guest satisfaction and continuous improvement during departmental meetings.
Implement the customer recognition and service program and ensure the process is followed.
Train staff and monitor compliance with credit policies and procedures 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.
Ensure property policies are administered fairly and consistently, and that disciplinary procedures and documentation follow SOPs and LSOPs and support the Peer Review Process.
Support employee development through coaching, mentoring, and other learning support.
Solicit employee feedback, use the open-door policy, and review employee satisfaction results to identify and address concerns.
Bring employee-satisfaction issues to the department manager and Human Resources.
Assist with interviewing and hiring employees with appropriate skills.
Support departmental orientation and new-hire training.
Participate in progressive discipline procedures.
Provide 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.
Update executives, peers, and subordinates on relevant information in a timely manner.
Perform Front Desk duties and run Front Desk shifts as necessary.
Participate in departmental meetings and consistently communicate Front Desk goals.