Assistant Front Desk Manager Job at Marriott Bonvoy

Job Responsibility

Leading and assisting with the successful completion of daily shift requirements
Ensuring guest and employee satisfaction
Achieving the operating budget
Completing financial and administrative responsibilities
Supporting Management of Front Desk Team
Utilizing interpersonal and communication skills to lead, influence, and encourage others
Advocating sound financial/business decision making
Demonstrating honesty/integrity
Leading by example
Encouraging and building mutual trust, respect, and cooperation among team members
Serving as a role model to demonstrate appropriate behaviors
Understanding employee positions well enough to perform duties in employees' absence
Handling employee questions and concerns
Supporting all areas of the Front Office in the absence of the Front Office or Front Desk Manager
Supporting daily Front Desk shift operations
Supporting day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Developing specific goals and plans to prioritize, organize, and accomplish your work
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
Participating in department meetings and continually communicating a clear and consistent message regarding the Front Desk goals to produce desired results
Striving to improve service performance
Observing staffing levels to ensure that guest service, operational needs and financial objectives are met
Supporting training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates
Supporting same day selling procedures to maximize room revenue and property occupancy
Understanding the impact of Front Desk operations on the overall property financial goals and objectives
Providing services that are above and beyond for customer satisfaction and retention
Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
Setting a positive example for guest relations
Encouraging employees to provide excellent customer service within guidelines
Handling guest problems and complaints seeking assistance from supervisor as necessary
Interacting with guests to obtain feedback on product quality and service levels
Supporting implementation of customer recognition/service programs, communicating and ensuring the process
Assisting in the review of comment cards and guest satisfaction results with employees
Ensuring employees have the proper supplies and uniforms
Assisting in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution
Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Providing guidance and direction to subordinates, including setting performance standards and monitoring performance
Providing feedback to individuals based on observation of service behaviors
Participating in an ongoing employee recognition program
Supporting training when appropriate
Participating in the employee performance appraisal process
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Analyzing information and evaluating results to choose the best solution and solve problems
Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner
Performing all duties at the Front Desk as necessary
Understanding the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations
Complying with loss prevention policies and procedures

Requirements

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

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Assistant Front Desk Manager

Job Responsibility

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Assistant Front Desk Manager

Assistant Front Desk Manager

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Assistant Front Desk Manager

Assistant Front Desk Manager

Assistant Front Desk Manager

Assistant Front Desk Manager

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