Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Responsible for all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop. Directs and works with managers and employees to execute all front office operations, striving to improve guest and employee satisfaction and maximize financial performance.

Responsibilities

• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees and all day-to-day operations.
• Establishes and maintains open, collaborative relationships with employees.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.
• Achieves and exceeds goals including performance, budget, and team goals.
• Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• 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 clear and consistent messages regarding Front Office goals.
• Reviews staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Ensures compliance with all Front Office policies, standards, and procedures.
• Ensures property policies are administered fairly and consistently.
• Provides services that are above and beyond for customer satisfaction and retention.
• 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 that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviors of employees and provides feedback.
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic, and obtainable goals to guide operation and performance.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results.
• Ensures 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 employee team members with the appropriate skills.
• 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 executives, peers, and subordinates on relevant information in a timely manner.
• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

Requirements

• High school diploma or GED; 4 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; 2 years experience in the guest services, front desk, or related professional area.

Skills

• Interpersonal skills
• Communication skills
• Financial/business decision making
• Honesty/integrity
• Leadership
• Team building
• Problem solving
• Customer service

Experience Level

• 4 years experience in the guest services, front desk, or related professional area
• 2 years experience in the guest services, front desk, or related professional area

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

• Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.
• 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.

Equal Opportunity

• 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.
• Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.