Front Desk Manager Job at Marriott Bonvoy (Santa Monica)

Job Description

JOB OVERVIEW: Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers
Supervise the Guest Service Agents
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions
Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
Comply with attendance rules and be available to work on a regular basis
Perform any other job related duties as assigned

Must have the ability to communicate in English
Self-starting personality with an even disposition
Maintain a professional appearance and manner at all times
Can communicate well with guests
Must be willing to 'pitch-in' and help co-workers with their job duties and be a team player
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
Ability to access and accurately input information using a moderately complex computer system
Ability to stand, walk and continuously perform behind the front desk
Ability to observe and detect signs of emergency situations
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated
Ability to establish and maintain effective working relationships with associates, customers and patrons