Front Desk Operations Manager
Há 19 horas
Job Summary:
As a Front Desk Operations Manager, you will play a crucial role in ensuring the seamless execution of front office functions and supervising staff on a daily basis. Your responsibilities will include directing and working with managers and employees to carry out procedures, ensuring an efficient check-in and check-out process, and maximizing the financial performance of the department.
Candidate Profile:
We are seeking an individual with a high school diploma or equivalent and 2 years of experience in guest services, front desk, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is also acceptable without prior work experience.
Core Work Activities:
Key responsibilities include supporting the management of the front desk team by utilizing interpersonal and communication skills to lead, influence, and encourage others. You will be responsible for supervising and managing employees, establishing and maintaining open, collaborative relationships with employees, and monitoring progress towards guest services and front desk goals. Additional duties include managing day-to-day operations, ensuring quality standards, and meeting customer expectations. Furthermore, you will handle complaints, settle disputes, and resolve grievances or conflicts, or negotiate with others. Our ideal candidate will strive to improve service performance, collaborate with the Front Office Manager on ways to continually improve departmental service, and participate in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
Ensuring Exceptional Customer Service:
You will provide services that exceed customer satisfaction and retention by improving service through effective communication and assistance. As a role model, you will demonstrate appropriate behaviors and set a positive example for guest relations, displaying outstanding hospitality skills and empowering employees to provide excellent customer service. Interacting with customers regularly to obtain feedback on quality of product, service levels, and overall satisfaction is also essential. You will analyze information, evaluate results, and choose the best solution to solve problems. Additionally, you will inform executives, peers, and subordinates of relevant information in a timely manner. In the absence of the Front Office Manager, you will function in their place and communicate critical information from pre- and post-convention meetings to the Front Office staff. Finally, you will participate in department meetings and contribute to creating an inclusive environment at Marriott International where everyone feels valued and respected.
Estimated Salary Range:
$55,000 - $70,000 per annum (dependent on location and experience).
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