Assistant Front Office Manager Job at Marriott Bonvoy (Toronto)

Job Description

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Manages the Front Desk operation including Registration, VIP Registration, and Check-Out, as well as directly manage the Guest Service Agents. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Monitors guest and employee satisfaction and maximizes the financial performance of the department.

Job Responsibility

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis
Manages the Front Desk operation including Registration, VIP Registration, and Check-Out, as well as directly manage the Guest Service Agents
Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process
Monitors guest and employee satisfaction and maximizes the financial performance of the department
Manages day-to-day operations, including group arrival, registration, VIP registration, and check-out
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
Supervises staffing levels to verify that guest service, and operational needs are met
Verifies that there is regular on-going communication with employees to create awareness of business objectives and expectations, recognizes performance, and produces desired results
Provides coaching and written or verbal documentation of positive and or corrective feedback to Front Desk employees
Supervises and manages employees
Manages all day-to-day operations
Understands employee positions well enough to perform duties in employees' absence
Communicates verbally and in writing, with all level of employees and guests that epitomizes the Gaylord Service Culture
Maximizes productivity, and identifes problem areas and implement solutions
Provides services that are above and beyond for customer satisfaction and retention
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
Responds to and handles guest problems and complaints, taking corrective action as necessary including pass down
Monitor the execution of VIP arrival through departure for Leisure and Group Guests
Maintains Knowledge of and assists in all emergency procedures as required
Follows and enforce all Gaylord Hotel credit policies
Supervises daily Front Desk shift operations and monitors compliance with all policies, standards and procedures
Verfies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Solicits employee feedback, utilizes an 'open door' policy and reviews employee satisfaction results to identify and address employee problems or concerns
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources
Monitors Daily performance of Front Desk staff
Supervision duties include hiring, training, scheduling, assigning daily tasks, evaluating performance and terminating
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Analyzes information and evaluating results to choose the best solution and solve problems
Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results

Requirements

High school diploma, GED or equivalent degree
2 years of progressive experience in a hotel Front Office operation
College degree in Hospitality or Business with 6 months hotel Front Office experience or a college internship in a hotel Front Office
Experience in a 500+ room hotel with a Diamond Rating of 4 or 5 preferred

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