Front Office Manager

Marriott•Brookline, MA

About The Position

Manage hotel front office operations in accordance with established guest service and sustainability standards. The role oversees guest services department managers, front office financial operations, staffing, budgets and forecasts, room occupancy, vendor and personnel contracts, and actions to improve guest satisfaction and service deficiencies. The position is employed by the independent franchisee, Wagner Hospitality Management, rather than Marriott International, Inc.

Requirements

2 to 5 years of hospitality-related experience.

Nice To Haves

Associate’s or Bachelor’s degree preferred.

Responsibilities

Interview, select, train, schedule, coach, and support associates to ensure they meet brand or hotel standards and company core values.
Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
Monitor front office financial operations and ensure compliance with accounting controls and procedures.
Develop, implement, and monitor daily, weekly, monthly, and annual department budgets and forecasts; review, submit for approval, and order capital budget items as required.
Supervise all guest services department managers.
Review guest correspondence and incident logs and direct staff based on the information obtained.
Oversee vendor and personnel contracts throughout the hotel.
Monitor guest room occupancy to use space efficiently and minimize overbooking.
Create measurable action plans to address guest service deficiencies.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Perform other duties as requested by management.