Front Desk Manager

Marriott • San Antonio, TX

1d • $62,000 - $78,000

About The Position

The Front Desk Manager assists the Front Office Manager in administering front office functions and supervising staff. 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 day-to-day front desk operations, staffing, service standards, and shift activities; resolves guest concerns and employee conflicts; communicates goals and expectations; and supports the development, coaching, hiring, orientation, and discipline of team members. The position also implements service and customer-recognition programs, monitors compliance with credit and property policies, and supports room-revenue and occupancy objectives. The manager performs front desk duties and runs shifts when needed, and may supervise all Front Office areas when the Front Office Manager or Assistant Front Office Manager is absent.

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.
• 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 departmental operations in alignment with property financial goals.
• Lead, influence, and encourage employees through sound business decision-making, integrity, and role modeling.
• Foster trust, respect, cooperation, and open working relationships among team members.
• Supervise and manage employees and perform their duties when necessary.
• Supervise all Front Office areas when the Front Office Manager or Assistant Front Office Manager is absent.
• Deliver exceptional customer service, address guest needs and complaints, and promote guest satisfaction and retention.
• Coach employees, provide feedback on service behaviors, and empower them to provide excellent customer service.
• Obtain guest feedback on product quality, service levels, and overall satisfaction.
• Implement customer-recognition and service programs.
• 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 and disciplinary procedures are administered fairly and documented according to applicable SOPs and LSOPs.
• Support employee development through coaching, mentoring, and skills development.
• Solicit employee feedback, review satisfaction results, and raise employee concerns with the department manager and Human Resources.
• Assist with interviewing and hiring team members and support departmental orientation and new-hire training.
• Participate in progressive discipline procedures.
• Communicate information to supervisors, coworkers, subordinates, and executives in a timely manner.
• Analyze information and results to choose solutions and solve problems.
• Perform Front Desk duties and run Front Desk shifts as needed.
• Participate in departmental meetings and communicate Front Desk goals consistently.

Benefits

• Training and development opportunities
• Recognition
• A community-oriented work experience and camaraderie with a diverse group of coworkers
• A luxury work environment with a focus on holistic well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED