Assistant Front Office Manager - Johannesburg Marriott Hotel Melrose Arch

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.

CORE WORK
ACTIVITIES

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 builds mutual trust, respect, and cooperation among team members.

•
Supervises and manages employees. Managing all day-to-day operations.

Understanding employee positions well enough to perform duties in employees'
absence.

• Ensures employee recognition is taking place on all
shifts.

• Establishes and maintains open, collaborative relationships
with employees.

Monitoring and Supporting Progress Toward 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.

• Strives to improve service performance.

•
Collaborates with the Front Office Manager on ways to continually improve
departmental service.

• Communicates a clear and consistent message
regarding the Front Office goals to produce desired results.

•
Participates in the development and implementation of corrective action plans
based on review of comment cards and guest satisfaction results.

•
Emphasizes guest satisfaction during all departmental meetings and focuses
on continuous improvement.

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.

• Serves as a role model
to demonstrate appropriate behaviors.

• Sets a positive example for guest
relations.

• Displays outstanding hospitality skills.

• Empowers
employees to provide excellent customer service.

• Interacts
with customers on a regular basis to obtain feedback on quality of product,
service levels and overall satisfaction.

• Provides feedback to employees
based on observation of service behaviors.

• Handles guest problems
and complaints effectively.

• Interacts with guests to obtain feedback
on product quality and service levels.

Managing Projects
and Policies

• Implements the customer recognition/service
program, communicating and ensuring the process.

• Ensures compliance
with all Front Office policies, standards and procedures.

• Monitors
adherence to all credit policies and procedures to reduce bad debts
and rebates.

Additional Responsibilities

•
Provides information to supervisors and co-workers 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.

• Functions in place of the Front Office Manager
in his/her absence.

• Communicates critical information from pre-
and post-convention meetings to the Front Office staff.

• Participates
in department meetings.

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.

JW Marriott is part
of Marriott International's luxury portfolio and consists of more than 100
beautiful properties in gateway cities and distinctive resort locations around
the world. JW believes our associates come first. Because if you’re happy, our
guests will be happy.

JW Marriott associates are confident, innovative, genuine, intuitive, and carry
on the legacy of the brand’s namesake and company founder, J.Willard Marriott.
Our hotels offer a work experience unlike any other, where you’ll be part of
a community and enjoy true camaraderie with a diverse group of co-workers. JW
creates opportunities for training, development, recognition and most
importantly, a place where you can pursue your passions in a luxury environment
with a focus on holistic well-being. Treating guests exceptionally starts
with the way we take care of our associates. That’s The JW Treatment™.

In joining JW Marriott, you join a portfolio of brands with Marriott
International. Be where you can do your best work,​ begin your
purpose, belong to an amazing global​ team, and become the best
version of you.