Front Desk Manager

Marriott Vacations Worldwide•Palm Desert, CA

3d•$61,500 - $63,500

About The Position

The Front Desk Manager assists the Front Office Manager with 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 position directs and works with managers and employees to carry out procedures that ensure efficient check-in and check-out, guest and employee satisfaction, and strong departmental financial performance. This is a non-exempt management position paid hourly, with overtime paid in accordance with state and federal law. Driving is required, and screening will be conducted. Relocation assistance is 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.
Driving is required; screening will be conducted.

Responsibilities

Manage day-to-day front office operations, ensuring 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 the department in alignment with property financial goals and objectives.
Lead, influence, and encourage employees; promote sound business decisions, honesty, integrity, and role-model behavior.
Build mutual trust, respect, cooperation, and open working relationships among team members.
Supervise and manage employees and daily operations, and perform employee 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; coach employees and help them understand guest needs.
Respond to guest problems and complaints, set a positive example in guest relations, and empower employees to provide excellent service.
Observe employee service behaviors and provide feedback; obtain guest feedback on product quality, service levels, and overall satisfaction.
Ensure employees understand customer service expectations and emphasize guest satisfaction and continuous improvement in departmental meetings.
Implement the customer recognition and service program.
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 Standard and Local Operating Procedures and support the Peer Review Process.
Support employee development through coaching, mentoring, and other learning support.
Solicit employee feedback, use the open-door policy, review employee satisfaction results, and help address employee concerns.
Bring employee satisfaction issues to 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 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.