Mgr-Front Office II Job at Marriott Bonvoy (Nha Trang)

Job Description

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Job Responsibility

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
Serves as a role model to demonstrate appropriate behaviors
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
Ensures recognition of employees is taking place across areas of responsibility
Communicates performance expectations in accordance with job descriptions for each position and monitors progress
Celebrates successes and publicly recognizes the contributions of team members
Achieves and exceeds goals including performance goals, budget goals, team goals, etc
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
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results
Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
Understands the impact of Front Office operations on the Rooms area and overall property financial goals
Manages department controllable expenses to achieve or exceed budgeted goals
Ensures compliance with all Front Office policies, standards and procedures
Ensures 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
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
Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations
Strives to improve service performance
Empowers employees to provide excellent customer service
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement
Responds to and handles guest problems and complaints
Observes service behaviors of employees and provides feedback to individuals and/or managers
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance
Establishes challenging, realistic and obtainable goals to guide operation and performance
Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns
Ensures employees are treated fairly and equitably
Manages employee progressive discipline procedures for Front Office Staff
Administers the performance appraisal process for direct report managers
Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation
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
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence

Requirements

High school diploma or GED
4 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
2 years experience in the guest services, front desk, or related professional area

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Mgr-Front Office II

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