Front Office Manager - Marriott Virginia Beach Oceanfront

Goldkey•Virginia Beach, VA

21h•Onsite

About The Position

The Front Office Manager is accountable for the guest experience for the property inclusive of reservation, pre-arrivals, arrival, check in, club, and departure. The position is responsible for the direct supervision of: Front Office, PBX, arrivals team and the Club (as applicable with each property).

Requirements

High School Diploma required
Minimum 3 years experience as a supervisor/manager for the Front Desk in a major hotel.
Demonstrated ability to work as a positive member of a leadership team, developing Associates to their maximum potential and maintaining a supportive work environment.
Good verbal communication skills
Excel, Word, Outlook, Access, PMS systems
Strong organizational skills and multi tasking abilities
Ability to respond to common inquiries or complaints from other departments, guests, regulatory agencies, or members of the business community.
Ability to effectively present in information to top management, public groups, hotel Associates and outside agencies/authorities.
Ability to apply mathematical operations in accomplishing job tasks.

Nice To Haves

Bachelors Degree preferred
Prior experience as a property level Front Office Manager preferred
Exposure to scheduling, PO processing, time card calculations and expense control systems preferred

Responsibilities

Develop a culture that promotes accountability, effective communication, service excellence, teamwork, performance feedback, recognition, mutual respect and Associate satisfaction.
Work with direct reports to share and gain alignment on the execution plan for the Front Office department to achieve the annual business plan commitments.
Hire and train all departmental Associates using approved company training materials.
Execute the Operating Plan for the Front Office and the Club (if applicable) as the playbook for accountability and operational excellence. Proactively anticipate and drive guest/service satisfaction and conduct root cause analysis of evaluate gaps in service delivery and initiate corrective action or recommend changes to operating/business plans.
Drive Customer Satisfaction Index (Marriott GSS, Revinate) to meet or the property’s guest satisfaction benchmarks through the implementation of Associate training and coaching sessions based on observation of work performance and complaint handling.
Work collaboratively with Revenue Management to implement approved yield strategies (inventory, rate, and promotions) in reservation system, group booking policies, balancing inventory, threshold management and upselling programs.
Serve as the subject matter expert (certified in brand tools) on the Property management system including reservations, brand loyalty programs, and guest experience platform.
Ensure responsible financial management of the company’s assets at all times including timeliness and accuracy of the daily financial close, guest ledger, group master accounts, labor scheduling, cash controls, timely deposits.
Create a culture within your department that maximizes performance through effective communication including issuing daily property newsletter, lead meaningful pre-shifts, hold structured weekly one-on-ones, and conduct regular performance feedback and recognition. (PAFS, RODS, EVALS).
Know all current marketing initiatives and train staﬀ to handle inquires and fulfillment.
Ensure the Club experience meets property and brand standards and provides consistent premium value for its guests (if applicable per property).
Ensure that all guest requests are recorded and satisfied in a timely and efficient manner.
Conduct daily visual inspection of your assigned areas of responsibility, assessing compliance to life safety for Associates and guests, owner expectations, PHR standards, specifications and inventories and brand standards. Document findings from inspections and follow up to ensure that action items are promptly and effectively addressed.
Provide line item information on the department to your manager for the monthly financial meetings to speak to explain any variances for your department.
Produce required internal management reports timely as per the relevant Operating Plans.
Perform Emergency Response duties as required for this role in the Emergency Response Organizational Chart and Plan.
Serves as Manager on Duty as determined by the Managing Director and company policy.
Lead special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
Create schedules and manage daily time and attendance consistent with the forecasted occupancy and department’s approved staffing models and adjust as needed depending on demand.
The Front Office Manager or Front Desk Manager must be present during high volume periods (arrival, departure, events) included but not limited to high profile/exposure, VIP events, large events, signature events and in the absence of the Hotel Manager.