Asst Mgr-Front Office

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

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.

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.