Front Desk Manager Job at Marriott Bonvoy (Manila)

Job Description

The Front Desk Manager has a range of responsibilities aimed at ensuring a seamless and exceptional experience for guests at every point of interaction. The role requires a multi-skilled approach, enabling the management of diverse tasks across multiple departments. It is responsible for overseeing the operations of the Front Desk and Guest Services, coordinating daily activities including efficient and smooth guest check-ins/check-outs, concierge services, managing guest interactions, and supervising and leading the Guest Experience Experts/Operations Experts to ensure high standards of service. This role involves leading by example, maintaining a positive and welcoming environment, handling guest inquiries and concerns, and ensuring adherence to company policies and procedures. This role is required to provide operational support to both the Front Desk and Guest Service team as needed. Additionally, they oversee the rotation and management of Guest Experience Experts/Operations Experts to ensure adequate coverage in Front Office operations requiring heightened attention and adjustments. They also ensure that Guest Experience Experts/Operations Experts consistently implement and uphold standardized policies and procedures to maintain consistent performance.

Job Responsibility

Oversee the operations of the Front Desk and Guest Services
Coordinate daily activities including efficient and smooth guest check-ins/check-outs, concierge services, managing guest interactions
Supervise and lead the Guest Experience Experts/Operations Experts to ensure high standards of service
Lead by example, maintaining a positive and welcoming environment
Handle guest inquiries and concerns
Ensure adherence to company policies and procedures
Provide operational support to both the Front Desk and Guest Service team as needed
Oversee the rotation and management of Guest Experience Experts/Operations Experts to ensure adequate coverage in Front Office operations requiring heightened attention and adjustments
Ensure that Guest Experience Experts/Operations Experts consistently implement and uphold standardized policies and procedures to maintain consistent performance
Follow company and department safety and security policies and procedures
Report work related accidents or other injuries immediately
Identify and correct unsafe work procedures or conditions
Follow property-specific procedures for handling emergency situations
Complete appropriate safety training and certifications
Maintain awareness of undesirable persons on property premises
Protect the privacy and security of guests and coworkers
Maintain confidentiality of proprietary materials and information
Protect company tools, equipment, machines, or other assets
Follow company and department policies and procedures
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional
Perform other reasonable job duties as requested by Supervisors
Anticipate guests' service needs
Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting
Assist other employees to ensure proper coverage and prompt guest service
Lead and provide operational support for both Front Desk and Guest Services
Thank guests with genuine appreciation and provide a fond farewell
Provide assistance to individuals with disabilities
Actively listen and respond positively to guest questions, concerns, and requests
Update guest preferences on the PMS and GXP platform
Encourage all non-member guests to be enrolled into Marriott Bonvoy
Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Establish guest connection via email prior to arrival
Contact appropriate individual or department to resolve guest call, request, or problem
Follow up with guests to ensure their requests or problems have been met to their satisfaction
Manage access to technological devices within public spaces and provide basic troubleshooting assistance
Assist with guests’ luggage
Escort guests to their room and provide in-room check-in
Provide welcome refreshments as per hotel standard
Deliver requested items to guest rooms
Arrange transportation and/or liaise with concierge for guests/residents/visitors
Report any issues to be entered into GXP
Use PMS to look up details and place profile/booking notes
Upsell hotel facilities and services
Follow all Marriott Bonvoy engagement and touchpoints
Keep track of changes in room status for Housekeeping
Organize and coordinate check-in/pre-registration procedures for arriving groups
Process all check-outs including express check-outs
Process all guest check-ins by confirming reservations in computer system
Secure valid form of payment prior to issuing room key
Sell a room/accommodation to guests without reservations
Verify and adjust billing for guests
Process all payment types
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
Obtain manual authorizations and follow all accounting procedures when the computer system is down
Count float at the beginning of shift and at end of shift
Balance and drop receipts according to accounting specifications
Run daily reports and check for accuracy
Run credit card authorization report and check for discrepancies
Review shift logs/daily memo books and document pertinent information in logbooks
Print contingency lists
Speak to guests and co-workers using clear, appropriate and professional language
Answer telephones using appropriate etiquette
Talk with and listen to other employees to effectively exchange information
Assist coworkers, ensuring they understand their tasks
Exchange information with other employees using electronic devices
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly
Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects
Coach and develop employees
Encourage and motivate employees to perform their best
Listen to hourly employees' suggestions
Serve as a departmental role model or mentor
Assign and ensure work tasks are completed on time and meet quality standards
Assist management to ensure that hourly employees have the necessary resources
Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations
Coordinate tasks and work with other departments
Actively listen to and consider the concerns of other employees
Support all co-workers and treat them with dignity and respect
Develop and maintain positive and productive working relationships
Partner with and assist others to promote an environment of teamwork
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
Comply with quality assurance expectations and standards
Monitor the performance of others to ensure adherence to quality expectations and standards
Notify Security of any guest reports of theft

Requirements

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel
Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters)
Complete appropriate safety training and certifications to perform work tasks
Maintain awareness of undesirable persons on property premises
Protect the privacy and security of guests and coworkers
Maintain confidentiality of proprietary materials and information
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures
Follow company and department policies and procedures
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures
Perform other reasonable job duties as requested by Supervisors
Stand, sit, or walk for an extended period of time or for an entire work shift
Enter and locate work-related information using computers and/or point of sale systems
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10kg without assistance

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Front Desk Manager

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