Overnight Front Desk Manager

Marriott•Nashville, TN

4d•$62,000 - $78,000

About The Position

The Overnight Front Desk Manager assists the Front Office Manager in administering front office functions and supervising staff. The role covers Bell/Door Staff, Switchboard, Guest Services, and Front Desk, directing managers and employees to ensure efficient check-in and check-out procedures. The manager is responsible for guest and employee satisfaction and for maximizing the department’s financial performance. The role manages daily Front Desk operations, supervises and supports employees, handles guest concerns, and ensures consistent service and adherence to property policies and procedures. It also supports employee development, hiring and orientation, and departmental goals. The manager performs Front Desk duties and runs Front Desk shifts when necessary, including overseeing Front Office areas in the absence of the Front Office Manager or Assistant Front Office Manager.

Requirements

High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.

Responsibilities

Manage day-to-day Front Desk operations and ensure quality standards and customer expectations are met.
Develop goals and plans to prioritize, organize, and accomplish work.
Handle complaints, disputes, grievances, and conflicts.
Supervise staffing levels to meet guest service, operational, and financial objectives.
Communicate business objectives and expectations to employees, recognize performance, and support desired results.
Manage department operations to achieve or exceed property financial goals.
Lead, influence, and encourage employees; promote sound business decisions, honesty, integrity, and appropriate role-model behavior.
Build trust, respect, cooperation, and open, collaborative relationships among team members.
Supervise and manage employees and understand their roles well enough to perform their duties when needed.
Supervise Front Office areas in the absence of the Front Office Manager or Assistant Front Office Manager.
Deliver service that supports customer satisfaction and retention; respond to guest problems and complaints.
Coach employees, provide service feedback, empower excellent customer service, and ensure employees understand service expectations.
Interact with guests to obtain feedback on product quality and service levels, and emphasize guest satisfaction and continuous improvement.
Implement the customer recognition and service program.
Train staff and monitor compliance with credit policies and procedures to reduce bad debts and rebates.
Supervise same-day selling procedures to maximize room revenue and control occupancy.
Supervise daily Front Desk shifts and ensure compliance with policies, standards, and procedures.
Administer property policies consistently and ensure disciplinary procedures and documentation follow SOPs, LSOPs, and the Peer Review Process.
Support employee development through coaching, mentoring, and other learning support.
Solicit employee feedback, use an open-door policy, review satisfaction results, and address employee concerns with department management and Human Resources.
Assist with interviewing and hiring team members and support departmental employee orientation and new-hire training.
Participate in progressive discipline procedures.
Provide information to supervisors, coworkers, and subordinates by telephone, in writing, by email, or in person.
Analyze information and results to select solutions and solve problems.
Keep executives, peers, and subordinates updated on relevant information in a timely manner.
Perform Front Desk duties and run Front Desk shifts as necessary.
Participate in departmental meetings and communicate Front Desk goals clearly and consistently.