Welcome Desk Manager

Marriott•New York, NY

5h•$66,300 - $84,000

About The Position

The Welcome Desk Manager assists the Front Office Manager with administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard, Guest Services, and the Front Desk. The role directs and works with managers and employees to ensure efficient check-in and check-out procedures, guest and employee satisfaction, and strong departmental financial performance. The manager oversees day-to-day front desk operations, service standards, staffing, employee communications, and customer service. They support the development and performance of staff, handle guest concerns, manage front desk policies and procedures, and perform front desk duties or shifts as needed. The role also contributes to hiring, orientation, coaching, employee feedback, and progressive discipline.

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 office operations and ensure service quality, standards, and customer expectations are met.
Develop goals and plans to organize and prioritize 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 departmental operations in line with property financial goals.
Lead, influence, and encourage employees, model appropriate behavior, and foster trust, respect, cooperation, and open collaboration.
Supervise and manage employees and understand their roles well enough to cover duties when needed.
Supervise Front Office areas in the absence of the Front Office Manager or Assistant Front Office Manager.
Provide exceptional customer service, respond to guest problems and complaints, and empower employees to satisfy guests.
Coach employees, observe service behaviors, provide feedback, and ensure employees understand customer service expectations.
Interact with guests to obtain feedback on product quality and service levels, and emphasize guest satisfaction and continuous improvement.
Implement customer recognition and service programs.
Train staff on credit policies and procedures and monitor compliance 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 fairly and consistently, and ensure disciplinary procedures and documentation comply with SOPs and LSOPs and support the Peer Review Process.
Support employee development through coaching, mentoring, and skills improvement.
Solicit employee feedback, use an open-door policy, review employee satisfaction results, and address concerns with department management and Human Resources.
Assist with interviewing and hiring employees and support departmental orientation and new-hire training.
Participate in progressive discipline procedures.
Share information with supervisors, coworkers, subordinates, executives, and peers by telephone, in writing, email, or in person.
Analyze information and results to select solutions and solve problems.
Perform Front Desk duties and run Front Desk shifts as necessary.
Participate in departmental meetings and communicate Front Desk goals consistently.