At Your Service Manager

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 department’s 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.

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.