Front Desk Manager

Marriott Vacations Worldwide•Palm Desert, CA

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. 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. The stated hourly rate is $29.57, with a pay range of $61,500–$63,500. 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 is accepted with no work experience required.
Driving is required; screening will be conducted.

Responsibilities

Manage day-to-day front office operations to meet quality standards and customer expectations.
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 the department in alignment with property financial goals and objectives.
Lead, influence, and encourage team members while demonstrating sound business judgment, honesty, integrity, and appropriate role-model behavior.
Supervise and manage employees and perform their duties when needed.
Build and maintain collaborative relationships with employees and encourage cooperation within the team.
Supervise all Front Office areas in the absence of the Front Office Manager or Assistant Front Office Manager.
Provide exceptional customer service and support guest satisfaction and retention.
Assist guests in understanding their needs, provide guidance and feedback, and handle guest problems and complaints.
Observe employee service behaviors, provide coaching and feedback, and empower employees to deliver excellent service.
Obtain customer and guest feedback on product quality, service levels, and overall satisfaction.
Communicate and reinforce 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.
Ensure property policies are administered fairly and consistently, and that disciplinary procedures and documentation follow Standard and Local Operating Procedures and support the Peer Review Process.
Support employee development through coaching, mentoring, and other skill-building activities.
Solicit employee feedback, use an 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 team members as needed.
Support departmental orientation and new-hire training programs.
Participate in progressive discipline procedures for employees.
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 resolve 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 communicate Front Desk goals clearly and consistently.