Front Desk Manager

  • Part Time, Full Time, Locum Tenens/Traveling, Remote
  • Orlando, FL, US

JOB SUMMARY xc2xa0 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. xc2xa0 CANDIDATE PROFILE xc2xa0 Education and Experience High school diploma or GED; 1 year 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. xc2xa0 CORE WORK ACTIVITIES xc2xa0 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. 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. xc2xa0 Supporting Progress Toward Guest Services and Front Desk Goals 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. xc2xa0 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. 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. xc2xa0 Supporting Projects and Policies 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. xc2xa0 Supporting Handling of Human Resource Activities 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. xc2xa0 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 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. xc2xa0 The hourly pay range for this position is $24.04 to $35.10. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, and other life and work wellness benefits. xc2xa0Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.xc2xa0The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law. xc2xa0Marriott International is an equal opportunity employer.xc2xa0We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.xc2xa0We are committed to non-discrimination onxc2xa0anyxc2xa0protectedxc2xa0basis, such as disability and veteran status, or any other basis covered under applicable law.When you join the Sheraton family, you become a member of its global community. We’ve been a place to gatherxc2xa0and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliverxc2xa0axc2xa0meaningful guest experience, we encourage you to explorexc2xa0your next career opportunityxc2xa0with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,xc2xa0beginxc2xa0your purpose,xc2xa0belongxc2xa0to an amazing globalxc2xa0team, andxc2xa0becomexc2xa0the best version of you.

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