Vaga de Mgr-Front Desk (Welcome Manager)
1 vaga: | Publicada em 03/07
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JOB SUMMARY Assists the Front Office Manager in administering front office
functions and supervising staff on a daily basis. Front office areas include
Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and
works with managers and employees to carry out procedures ensuring an efficient
check in and check out process. Ensures guest and employee satisfaction and
maximizes the financial performance of the department. CANDIDATE PROFILE Education
and Experience " 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. CORE WORK
ACTIVITIES Maintaining Guest Services and Front Desk Goals " 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. " Handles complaints, settling disputes, and
resolving grievances and conflicts, or otherwise negotiating with others. "
Supervises staffing levels to ensure that guest service, operational needs and
financial objectives are met. " Ensures that regular on-going communication is
happening with employees to create awareness of business objectives and
communicate expectations, recognizes performance, and produces desired results. "
Understands the impact of departments operations on the overall property
financial goals and objectives and manages to achieve or exceed goals. Supporting
Management of Front Desk Team " 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. " Serving 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. " Supervises all areas of the Front Office in the absence of the
Front Office or Assistant Front Office Manager. Ensuring Exceptional Customer
Service " 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. " Responds to and handles guest problems and complaints. " Sets a positive
example for guest relations. " Empowers employees to provide excellent customer
service. " Observes service behaviors of employees and provides feedback to
individuals. " Interacts with customers to obtain feedback on quality of product,
service levels and overall satisfaction. " Ensures employees understand customer
service expectations and parameters. " Interacts with guests to obtain feedback on
product quality and service levels. " Emphasizes guest satisfaction during all
departmental meetings and focuses on continuous improvement. Managing Projects and
Policies " Implements the customer recognition/service program, communicating and
ensuring the process. " Trains staff and monitors adherence to all credit policies
and procedures to reduce bad debts and rebates. " Supervises same day selling
procedures to maximize room revenue and control property occupancy. " Supervises
daily Front Desk shift operations and ensures compliance with all 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. Supporting Human Resource Activities " Supports the developmental
needs of others and coaching, mentoring, or otherwise helping others to improve
their knowledge or skills. " Solicits employee feedback, utilizes an open door
policy and reviews employee satisfaction results to identify and address employee
problems or concerns. " Brings issues concerning employee satisfaction to the
attention of the department manager and Human Resources. " Assists as needed in
the interviewing and hiring of employee team members with the appropriate skills.
" Supports a departmental orientation program for employees to receive the
appropriate new hire training to successfully perform their job. " Participates in
employee progressive discipline procedures. Additional Responsibilities " 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. " Performs all duties at the Front Desk as necessary. " Runs Front Desk
shifts whenever necessary. " Participates in departmental meetings and continually
communicates a clear and consistent message regarding the Front Desk goals to
produce desired results. Marriott International is an equal opportunity
employer. We believe in hiring a diverse workforce and sustaining an inclusive,
people-first culture. We are committed to non-discrimination
on any protected basis, such as disability and veteran status, or any other basis
covered under applicable law.