Assistant Front Desk Manager (H/F)

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. Assists in completing financial and administrative responsibilities.

Education and Experience
High school diploma or GED; 2 years experience in the guest services front desk or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; no work experience required.

Supporting Management of Front Desk Team
Encourages and building mutual trust respect and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supports all day-to-day operations.
Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
Guides daily Front Desk shift operations.
Communicates performance expectations to employees in accordance with job descriptions for each position.

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.
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.
Supervises staffing levels to ensure that guest service operational needs and financial objectives are met.
Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
Understands the impact of Front Desk operations on the overall property financial goals and objectives.

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.
Empowers 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.

Managing Projects and Policies
Implementing the customer recognition/service program communicating and ensuring the process.
Assists in the review of comment cards and guest satisfaction results with employees.
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.

Supporting Handling of Human Resource Activities
Identifying the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.
Providing guidance and direction to subordinates including setting performance standards and monitoring performance.
Provides feedback to individuals based on observation of service behaviors.
Conducts training when appropriate.
Participates in the employee performance appraisal process.

Provides information to supervisors co-workers and subordinates by telephone in written form e-mail or in person.
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.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

If you require an accommodation in relation to this job posting our online application or an interview please call or email and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.