Front Office Manager

Marriott•Toronto, ON

34d•$65,000

About The Position

The Front Office Manager is responsible for all front office functions and staff. Areas of responsibility include Concierge, Bell, Door, and Guest Services/Front Desk. As a department head, leads, directs, and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Leading Front Office Team • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. • Encourages and builds mutual trust, respect, and cooperation among team members. • Serves as a Marriott Bonvoy Connector for the hotel • Serves as a role model to demonstrate appropriate behaviors. • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. • Ensures recognition of employees is taking place across areas of responsibility. • Communicates performance expectations in accordance with job descriptions for each position and monitors progress. • Celebrates successes and publicly recognizes the contributions of team members. Maintaining Guest Services and Front Desk Goals • Achieves and exceeds goals including performance goals, budget goals, expenses, team goals, etc. • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. • Develops specific goals and plans to prioritize, organize, and accomplish your work. • Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. • Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. • Understands the impact of Front Office operations on the Rooms area and overall property financial goals. • Manages department controllable expenses to achieve or exceed budgeted goals. Managing Projects and Policies • Ensures compliance with all Front Office policies, standards and procedures. • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. Ensuring Exceptional Customer Service • Provides services that are above and beyond for customer satisfaction and retention. • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. • Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees absence. • Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations. • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. • Strives to improve service performance. • Empowers employees to provide excellent customer service. • Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience. • Reviews guest feedback, guest satisfaction results and other data to identify areas of improvement. • Responds to and handles guest problems and complaints. • Observes service behaviors of employees and provides feedback to individuals and/or managers.

Responsibilities

Responsible for all front office functions and staff
Leads, directs, and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures
Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department
Utilizes interpersonal and communication skills to lead, influence, and encourage others
Advocates sound financial/business decision making
Demonstrates honesty/integrity
Leads by example
Encourages and builds mutual trust, respect, and cooperation among team members
Serves as a Marriott Bonvoy Connector for the hotel
Serves as a role model to demonstrate appropriate behaviors
Supervises and manages employees
Manages all day-to-day operations
Understands employee positions well enough to perform duties in employees' absence
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
Ensures recognition of employees is taking place across areas of responsibility
Communicates performance expectations in accordance with job descriptions for each position and monitors progress
Celebrates successes and publicly recognizes the contributions of team members
Achieves and exceeds goals including performance goals, budget goals, expenses, team goals, etc.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Develops specific goals and plans to prioritize, organize, and accomplish your work
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results
Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
Understands the impact of Front Office operations on the Rooms area and overall property financial goals
Manages department controllable expenses to achieve or exceed budgeted goals
Ensures compliance with all Front Office policies, standards and procedures
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
Provides services that are above and beyond for customer satisfaction and retention
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations
Strives to improve service performance
Empowers employees to provide excellent customer service
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience
Reviews guest feedback, guest satisfaction results and other data to identify areas of improvement
Responds to and handles guest problems and complaints
Observes service behaviors of employees and provides feedback to individuals and/or managers