Asst Front Office Manager Job at Marriott Bonvoy (Pontianak)

Job Description

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

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
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
Supporting all day-to-day operations
Understanding employee positions well enough to perform duties in employees' absence
Coaching, counseling and encouraging employees
Handling employee questions and concerns
Supporting all areas of the Front Office in the absence of the Front Office or Front Desk Manager
Guiding daily Front Desk shift operations
Communicating performance expectations to employees
Managing 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
Participating in department meetings
Striving to improve service performance
Supervising staffing levels to ensure that guest service, operational needs and financial objectives are met
Training staff on adherence to all credit policies and procedures
Supervising 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
Setting a positive example for guest relations
Empowering employees to provide excellent customer service
Handling guest problems and complaints
Interacting with guests to obtain feedback
Implementing the customer recognition/service program
Assisting in the review of comment cards and guest satisfaction results
Ensuring employees have the proper supplies and uniforms
Assisting in the use of a guest information tracking system
Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others
Providing guidance and direction to subordinates
Providing feedback to individuals based on observation of service behaviors
Participating in an ongoing employee recognition program
Conducting 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 executives, peers and subordinates on relevant information
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
OR 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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Asst Front Office Manager

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