Front Desk Manager

Marriott•New Orleans, LA

15d•$56,000 - $71,000

About The Position

The Front Desk Manager assists the Front Office Manager with 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 financial performance for the department. The manager oversees daily front desk and front office operations, staffing, service standards, employee communication, and compliance with policies and procedures. The role also handles guest concerns, supports employee development and HR activities, and performs front desk duties or runs shifts when needed. The position requires either a high school diploma or GED and two years of relevant experience, or a relevant two-year degree with no work experience required.

Requirements

High school diploma or GED and two years of experience in guest services, front desk, or a related professional area; alternatively, a two-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 complete 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 department operations in alignment with property financial goals.
Lead, influence, and encourage employees through effective communication, sound business decisions, integrity, and role modeling.
Build trust, respect, cooperation, and collaborative relationships among team members.
Manage employees and daily operations, and understand employee roles well enough to cover duties when necessary.
Supervise Front Office areas when the Front Office Manager or Assistant Front Office Manager is absent.
Deliver service that supports customer satisfaction and retention; address guest concerns and complaints.
Coach employees, provide feedback on service behaviors, and empower them to deliver excellent service.
Interact with guests to obtain feedback about product quality and service, and emphasize guest satisfaction and continuous improvement.
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.
Administer property policies fairly and consistently, and ensure disciplinary procedures and documentation comply with SOPs, LSOPs, and the Peer Review Process.
Support employee development through coaching, mentoring, and training.
Solicit employee feedback, use an open-door policy, review satisfaction results, and raise employee concerns with the department manager and Human Resources.
Assist with interviewing and hiring, support employee orientation, and participate in progressive discipline procedures.
Communicate 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.
Keep executives, peers, and subordinates informed of relevant information in a timely manner.
Perform Front Desk duties and run Front Desk shifts as needed.
Participate in departmental meetings and communicate Front Desk goals consistently.