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About the Role

Responsible for all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security. Directs and works with managers and employees to execute all front office operations, focusing on guest arrival and departure procedures, and establishing a safe and secure environment. Aims to continually improve guest and employee satisfaction and maximize departmental financial performance.

Responsibilities

Utilizes interpersonal and communication skills to lead, influence, and encourage others.
Establishes and maintains open, collaborative relationships with employees.
Ensures recognition of employees across areas of responsibility.
Communicates performance expectations and monitors progress.
Celebrates successes and publicly recognizes team member contributions.
Manages day-to-day operations, ensuring quality, standards, and customer expectations are met.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Keeps Front Office team focused on critical components of operations to drive guest satisfaction and financial results.
Conducts department meetings and communicates department goals.
Supervises and coordinates activities for luggage attendants, garage valets, door attendants, and concierge.
Reviews staffing levels to meet guest service, operational needs, and financial objectives.
Manages department controllable expenses to achieve or exceed budgeted goals.
Provides recommendations and reports for capital expenditures, repairs, and maintenance.
Handles guest complaints and verifies resolution of all guest issues.
Protects property and provides a safe environment for guests and staff.
Oversees all on-duty security personnel.
Supervises and coordinates job assignments for security officers.
Compiles information and files written security reports.
Verifies compliance with all Front Office policies, standards, and procedures.
Verifies property policies are administered fairly and consistently.
Provides services that are above and beyond for customer satisfaction and retention.
Coordinates activities with other hotel departments to facilitate communication and guest satisfaction.
Improves service by communicating and assisting individuals to understand guest needs.
Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality and exemplifies excellent customer service.
Strives to improve service performance.
Empowers employees to provide excellent customer service.
Ensures Front Office areas have an atmosphere conducive to the overall guest experience.
Reviews comment cards, guest satisfaction results, and other data to identify areas for improvement.
Responds to and handles guest problems and complaints.
Observes employee service behaviors and provides feedback.
Identifies developmental needs of others and provides coaching, mentoring, or training.
Provides guidance and direction to subordinates, including setting performance standards.
Establishes challenging, realistic, and obtainable goals.
Solicits employee feedback and addresses employee problems or concerns.
Verifies employees are treated fairly and equitably.
Manages employee progressive discipline procedures for Front Office Staff.
Administers the performance appraisal process for direct report managers.
Interviews and hires managers and hourly employees with appropriate skills.
Provides information to supervisors, co-workers, and subordinates.
Analyzes information and evaluates results to solve problems.
Informs and/or updates executives, peers, and subordinates on relevant information.
Identifies and analyzes departmental operational challenges and facilitates the development of solutions.

Requirements

High school diploma or GED; 6 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; 4 years experience in the guest services, front desk, or related professional area.

Skills

Interpersonal skills
Communication skills
Financial/business decision making
Honesty
Integrity
Leadership
Teamwork
Problem-solving

Experience Level

6 years experience in guest services, front desk, or related professional area (with HS diploma/GED)
4 years experience in guest services, front desk, or related professional area (with 2-year degree)

Education Level

High school diploma or GED
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major

About the Company

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
W Hotels’ mission is to Ignite Curiosity, Expand Worlds.
We are a place to experience life.
We’re here to open doors and open minds.
We are constantly inspired by new faces and new experiences.
A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe.
Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life.
If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels.
In joining W Hotels, 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.

Equal Opportunity

Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.