Front Desk Manager

Marriott•Charlotte, NC

4d•$60,000 - $73,000

About The Position

The Front Desk Manager assists in managing operations and staff across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping. The role works to improve guest and employee satisfaction, maximize departmental financial performance, monitor compliance with standards and procedures, and lead a team toward property goals. The manager supports a service-focused, motivating, empowered, and collaborative work environment; responds to guest and employee concerns; monitors performance and profitability; and assists with hiring, orientation, feedback, and fair administration of property policies. The position also performs hourly job functions as needed and other duties assigned to meet business needs. Candidates must have either a high school diploma or GED plus four years of experience in guest services, front desk, housekeeping, or a related professional area, or a two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major plus two years of relevant experience.

Requirements

High school diploma or GED and four years of experience in guest services, front desk, housekeeping, 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 and two years of relevant experience.
Ability to lead and support a team in delivering hospitality and guest service.
Ability to review guest and employee satisfaction results and develop improvement plans.
Ability to review financial and operational performance data and identify opportunities to improve productivity, reduce costs, and meet goals.

Responsibilities

Translate goals related to guest tracking and productivity to the team.
Build a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
Review employee and guest satisfaction results and develop plans to address areas needing improvement and build on strengths.
Verify that the team has the capabilities to meet expectations; lead by example and help employees understand and exceed guests’ changing needs and expectations.
Assist in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second effort and recovery plan and publish guest satisfaction results in a timely manner.
Address employee concerns proactively, communicate goals and results, meet with staff individually semiannually, and assist or teach the team to schedule against guest and hours/occupied-room goals.
Perform hourly job functions as needed and other duties assigned to meet business needs.
Provide accessible, courteous, professional guest service; address guest concerns proactively, respond promptly to customer service department requests, and verify that team members meet hospitality requirements.
Assist with the annual Quality audit alongside the General Manager and Regional Director, and verify that a key control program is in place.
Review financial statements, sales and activity reports, and other performance data to assess productivity and goal achievement and identify cost-reduction or program-improvement opportunities.
Assist in maximizing departmental financial performance.
Interview candidates and assist with hiring decisions; receive hiring recommendations from team supervisors.
Verify that new team-member orientations are thorough and completed on time.
Solicit employee feedback, use an open-door policy, and review satisfaction results to identify and address employee concerns.
Ensure property policies are administered fairly and consistently and that disciplinary procedures and documentation follow SOPs and LSOPs and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team-member contributions.