Overnight Assistant Front Desk Manager Job at Marriott Bonvoy (Houston)

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

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 building mutual trust, respect, and cooperation among team members
Serves as a role model to demonstrate appropriate behaviors
Understands employee positions well enough to perform duties in employees' absence
Handles employee questions and concerns
Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager
Supports daily Front Desk shift operations
Supports 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
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results
Strives to improve service performance
Observes staffing levels to ensure that guest service, operational needs and financial objectives are met
Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates
Supports same day selling procedures to maximize room revenue and property occupancy
Understands the impact of Front Desk operations on the overall property financial goals and objectives
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
Sets a positive example for guest relations
Encourages employees to provide excellent customer service within guidelines
Handles guest problems and complaints seeking assistance from supervisor as necessary
Interacts with guests to obtain feedback on product quality and service levels
Supports implementation of customer recognition/service programs, communicating and ensuring the process
Assists in the review of comment cards and guest satisfaction results with employees
Ensures employees have the proper supplies and uniforms
Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution
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
Provides feedback to individuals based on observation of service behaviors
Participates in an ongoing employee recognition program
Supports training when appropriate
Participates in the employee performance appraisal process
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 updating the executives, the peers and the subordinates on relevant information in a timely manner
Performs all duties at the Front Desk as necessary
Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations
Complies 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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Overnight Assistant Front Desk Manager

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