Assistant Front Office Manager Job at Marriott Bonvoy (Cape Town)

Assistant Front Office Manager

Marriott Bonvoy

Location:
South Africa , Cape Town

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures 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
Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk
Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process
Ensures guest and employee satisfaction and maximizes the financial performance of the department

Requirements:

High school diploma or GED
2 years experience in the guest services, front desk, or related professional area
OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
no work experience required
Utilizes interpersonal and communication skills to lead, influence, and encourage others
advocates sound financial/business decision making
demonstrates honesty/integrity
leads by example
Encourages and builds mutual trust, respect, and cooperation among team members
Supervises and manages employees
Managing all day-to-day operations
Understanding employee positions well enough to perform duties in employees' absence
Ensures employee recognition is taking place on all shifts
Establishes and maintains open, collaborative relationships with employees
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Develops specific goals and plans to prioritize, organize, and accomplish your work
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
Strives to improve service performance
Collaborates with the Front Office Manager on ways to continually improve departmental service
Communicates a clear and consistent message regarding the Front Office goals to produce desired results
Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
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
Serves as a role model to demonstrate appropriate behaviors
Sets a positive example for guest relations
Displays outstanding hospitality skills
Empowers employees to provide excellent customer service
Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
Provides feedback to employees based on observation of service behaviors
Handles guest problems and complaints effectively
Interacts with guests to obtain feedback on product quality and service levels
Implements the customer recognition/service program, communicating and ensuring the process
Ensures compliance with all Front Office policies, standards and procedures
Monitors adherence to all credit policies and procedures to reduce bad debts and rebates
Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
Analyzes information and evaluating results to choose the best solution and solve problems
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
Functions in place of the Front Office Manager in his/her absence
Communicates critical information from pre- and post-convention meetings to the Front Office staff
Participates in department meetings
Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods
Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities
obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others
makes a good first impression and represents the company in alignment with its values
Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals
Driving for Results - Sets high standards of performance for self and/or others
assumes responsibility for work objectives
initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals
proactively takes action and goes beyond what is required
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others
prioritizes and arranges work requirements to accomplish goals and ensure work is completed
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships
Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives
utilizes differences to drive innovation, engagement and enhance business results
and ensures employees are given the opportunity to contribute to their full potential
Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit
Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others
Business Acumen - Understands and utilizes business information to manage everyday operations
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct
Computer Skills - The ability to use computer systems and software packages to input, access, modify, store, or output information or to execute programs or analyses
This includes the ability to enter and retrieve data from computer systems using a keyboard, mouse, or trackball
Basic trouble shooting skills, for computers, printers and in room guest technologies
Ability to adapt to changing technologies
Problem Resolution- Ability to record, track and resolve guest problems via property software (i.e. Guestware, FOSSE, etc.) handle emergencies, and effectively deal with customer issues and complaints
Basic Competencies - Fundamental competencies required for accomplishing basic work activities
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.)
Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues
Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences
Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents
Writing - Communicates effectively in writing as appropriate for the needs of the audience

Additional Information:

Job Posted:
January 03, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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