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About the Role

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. This role directs and works with managers and employees to carry out procedures ensuring an efficient check-in and check-out process, guest and employee satisfaction, and maximizing the financial performance of the department.

Responsibilities

• Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, resolves grievances and conflicts, and negotiates with others.
• Supervises staffing levels to meet guest service, operational needs, and financial objectives.
• Ensures regular communication with employees regarding business objectives, expectations, and performance recognition.
• Understands the impact of department operations on overall property financial goals and objectives.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees and all day-to-day operations.
• Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• 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 coaching.
• 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.
• Interacts with customers to obtain feedback on quality, 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.
• Implements the customer recognition/service program.
• Trains staff and monitors adherence to credit policies and procedures.
• 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.
• Supports the developmental needs of others through coaching and mentoring.
• Solicits employee feedback and reviews employee satisfaction results.
• Brings issues concerning employee satisfaction to the attention of management and Human Resources.
• Assists in interviewing and hiring employees with appropriate skills.
• Supports a departmental orientation program for new hires.
• Participates in employee progressive discipline procedures.
• Provides information to supervisors, co-workers, and subordinates.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates executives, peers, and subordinates on relevant information.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and communicates a clear and consistent message regarding Front Desk goals.

Requirements

• 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.

Skills

• Interpersonal skills
• Communication skills
• Leadership
• Problem-solving
• Customer service

Location

• Onsite

Work Type

• Full-time

Experience Level

• 2 years experience

Education Level

• High school diploma or GED
• 2-year degree

About the Company

• At Aloft, we aren’t your typical hotel—but we aren’t too cool for school either. We’re here to be our guests’ launching and landing pad. Whether they are taking their dog for a walk and coming back for a drink, wrapping up a day of meetings with coworkers, or they’re in town to see family, friends, or their favorite band, we offer a hub for connection to others and the area around them, with modern design and personality to boot. We’re looking for confident self-expressers who aren’t afraid to draw outside the lines. If you are someone who gets excited about the possibilities to connect with others, then Aloft Hotels is the place for you. In joining Aloft 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

• 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.