Assistant General Manager

Marriott•Tucson, AZ

11h•Onsite

About The Position

The purpose of the Front Office Manager is to manage all Front Office operations, and achieve outstanding customer satisfaction. As well as, accomplish quality service in compliance with TNB LLC policies and procedures while meeting and/or exceeding financial goals. At TNB Hotels, we believe in providing exceptional opportunities for our team members, and equipping them with the necessary tools to exceed guest expectations. We strive to foster a caring, inclusive, respectful, and fun workplace culture. While also upholding our commitment to excellence and our dedication to providing the highest quality of service to guests.

Requirements

Minimum of 2+ years of experience in hotel management.
Excellent leadership and management skills.
Working knowledge of financials.
Active knowledge of computer software’s is required, including the knowledge of Word, Excel, PowerPoint, and Outlook.
Strong problem solving and decision-making skills.
Outstanding verbal and written communication skills.
Fantastic interpersonal and teamwork skills.
Great initiative and negotiation skills.

Nice To Haves

Degree in Hospitality Management or related fields is preferred.

Responsibilities

Responsible for successfully executing all operations within the Front Office department and managing staff.
Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
Ensures that standards and procedures are being followed.
Leads specific team while assisting with meeting or exceeding property goals.
Ensures that goals are being translated to the team as they relate to guest satisfaction and productivity.
Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
Ensures that the team has the capabilities to meet expectations.
Leads by example demonstrating self-confidence, energy and enthusiasm.
Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.
Encourages and builds mutual trust, respect, and cooperation among team members.
Supervises and manages employees. Manages all day-to-day operations of the Department. Understands employee positions well enough to perform duties in employees' absence.
Ensures recognition of employees is taking place.
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Oversee the Assignment and coordination of guest rooms to ensure a smooth and organized operation.
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 Standards.
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.
Reviews GSS, 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 individual associates.
Ensure all chat responses are made and in a timely manner.
Ensure adequate staffing levels across all positions by managing recruitment, hiring, and termination processes.
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Establishes challenging, realistic and obtainable goals to guide operation and performance.
Ensures employees are treated fairly and equitably.
Manages employee progressive discipline procedures for Front Office Staff.
Administers the performance appraisal process for direct report managers.
Collaborate with and support other departments as necessary to ensure organizational efficiency.
Other duties or special projects as assigned.