Front Office Manager

Marriott International • Norwood, MA

145d • $64,440 - $81,800

About The Position

This Front Office Manager position supports our Four Points by Sheraton Hotel and Conference Center in Norwood, MA! The position entails supervising Front Desk Agents, Drivers and Night Audit while providing guests with an excellent experience. The shifts vary from 3PM to midnight and must be flexible to work other shifts as business requires.

Requirements

• 2 year college degree in hospitality preferred.
• 1 year minimum Front Desk Manager experience, 3+ years preferred.
• Proficient computer skills, including Microsoft Office; LightSpeed, Empower experience a plus.
• Ability to work a flexible schedule including nights, days, weekends, and holidays.
• Excellent leadership, management, and team building skills.
• Strong verbal and written communication skills.
• Ability to multitask, prioritize, and manage time.
• Excellent customer service skills.
• All employees are required to speak/read/write English.

Responsibilities

• Maintain a high quality of services offered to guests through oversight of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting.
• Manage room inventory and facilitate effective communication.
• Ensure compliance with brand standards as they pertain to the front office.
• Establish and ensure compliance with front office procedures.
• Lead team and provide exceptional service experience to all guests.
• Schedule proper staff levels to handle check-in and checkout demand.
• Ensure all cash drops are correct and deposits are made daily.
• Maintain procedures for credit control and handling of financial transactions.
• Maximize revenue from pantry sales, pantry inventories, pantry stock.
• Interpret and report on business records and statistical documents as directed.
• Assist Rooms Division Manager in handling and resolving all guest issues.
• Respond to Guest Satisfaction Surveys daily.
• Work with other departments as well as team members to plan for all scheduled events, groups, and room blocks.
• Conduct employee training and development; assist in performance reviews and disciplinary action.
• Conduct applicant screening and initial interviews of guest services applicants.
• Assume position of Manager on Duty for the hotel on certain shifts.
• Inform all Front Office staff of daily activities, group, and VIP arrivals as well as special requests and repeat guests.
• Check accommodations, making sure any special requests are carried out.
• Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.
• Hold monthly department meetings keeping staff informed of all activities in the hotel.
• Ensure all Key Result Areas meet or exceed goals.

Benefits

• Eligible to participate in FM Global's comprehensive Total Rewards program.
• Incentive plan.
• Generous health and well-being programs.
• 401(k) and pension plan.
• Career development opportunities.
• Tuition reimbursement.
• Flexible work.
• Time off allowances.
• Free meals.
• Sheraton/Marriott employee discount at participating hotels.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: Associate degree