Assistant Front Desk Manager Job at Marriott Bonvoy (Calgary)

Job Description

Entry level management position that focuses on supporting the day-to-day activities of Rooms Operations and supervision of related areas that include Housekeeping, Recreation. Laundry, Staff, AYS and Concierge/Guest Services. Position directs and works with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards. Strives to ensure guest and employee satisfaction and achieve the operating budget.

Job Responsibility

Supporting the day-to-day activities of Rooms Operations and supervision of related areas that include Housekeeping, Recreation. Laundry, Staff, AYS and Concierge/Guest Services
Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties
Runs and reviews critical information contained in room operations reports
Understands the functions of the Recreation. Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations
Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management
Operates all department equipment as necessary and reporting malfunctions
Ensures employees have the proper supplies and uniforms
Understands night audit procedures and being able to comprehend and utilize reports as necessary
Understands and complies with loss prevention policies and procedures
Supervises same day selling procedures to maximize room revenue and property occupancy
Verifies accuracy of room rates to maximize revenue opportunities
Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations
Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals
Understands the impact of Room Operations on the overall property financial goals and objectives
Participates as needed in the investigation of employee and guest accidents
Assists 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
Sets a positive example for guest relations
Interacts with guests to obtain feedback on product quality and service levels
effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary
Assists in the review of comment cards and guest satisfaction results with employees
Provides support for operational functions as necessary
Trains staff and monitoring adherence to all relevant policies and procedures
Participates in department meetings and continually communicating a clear and consistent message regarding the Room Operations goals to produce desired results
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met
Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures
Observes service behaviors of employees and providing feedback to individuals
continuously striving to improve service performance
Empowers employees to provide excellent customer service within guidelines
Participates as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills
Uses all available on the job training tools for employees
supervising on-going training initiatives and conducting training when appropriate
Communicates performance expectations employees in accordance with job descriptions for each position
Participates in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues
Coaches, counsels and encourages employees
Participates in employee progressive disciplinary procedures as required
Handles employee questions and concerns
Participates in an ongoing employee recognition program
Effectively schedules employees to business demands and tracks employee time and attendance
Assists in performing the payroll function
Oversees daily shift operations and ensures compliance with all policies, standards and procedures.

Requirements

High school diploma or GED
4 years experience in the guest services, front desk, housekeeping, or related professional area OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
2 years experience in the guest services, front desk, housekeeping, or related professional area.

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Assistant Front Desk Manager

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