Front Desk Manager

Marriott Vacations Worldwide•South Lake Tahoe, CA

12d•$60,000 - $65,000

About The Position

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. Directs and works with managers and employees to carry out procedures that ensure an efficient check-in and check-out process. Promotes guest and employee satisfaction while maximizing the department’s financial performance. This is a non-exempt management position paid at an hourly rate, with overtime paid in accordance with state and federal law. The posted hourly rate is $28.85, with a pay range of $60,000–$65,000. A $2,000 sign-on bonus and relocation assistance are available.

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.

Responsibilities

Manage day-to-day front desk 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, and conflicts, and negotiate resolutions.
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 contribute to or exceed property financial goals.
Lead, influence, and encourage team members; promote sound business decisions, honesty, integrity, and appropriate role-model behavior.
Promote mutual trust, respect, cooperation, and open working relationships among employees.
Supervise and manage employees and day-to-day operations, and perform employee duties when needed.
Supervise all Front Office areas when the Front Office Manager or Assistant Front Office Manager is absent.
Provide service that supports customer satisfaction and retention; communicate guest needs and provide guidance, feedback, and coaching.
Respond to guest problems and complaints, set a positive example for guest relations, and empower employees to provide excellent service.
Observe employee service behaviors and provide feedback; obtain guest feedback on product quality, service, and overall satisfaction.
Ensure employees understand customer-service expectations and emphasize guest satisfaction and continuous improvement in departmental meetings.
Implement customer recognition and service programs 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.
Apply property policies fairly and consistently; ensure 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 an open-door policy, review employee satisfaction results, and address employee concerns.
Bring employee-satisfaction issues to the attention of the department manager and Human Resources.
Assist with interviewing and hiring team members as needed and 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.
Keep executives, peers, and subordinates informed of relevant information in a timely manner.
Perform Front Desk duties and run Front Desk shifts as necessary.
Participate in departmental meetings and communicate Front Desk goals clearly and consistently.