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About the Role

Entry level management position responsible for leading and assisting with the successful completion of daily shift requirements in front office areas including Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

Responsibilities

• 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.
• Understands employee positions well enough to perform duties in employees' absence.
• Handles employee questions and concerns.
• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Supports daily Front Desk shift operations.
• Supports 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, and resolves grievances and conflicts.
• Participates in department meetings and communicates a clear and consistent message regarding Front Desk goals.
• Strives to improve service performance.
• Observes staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Supports training of staff on adherence to credit policies and procedures.
• Supports same-day selling procedures to maximize room revenue and property occupancy.
• Understands the impact of Front Desk operations on overall property financial goals and objectives.
• 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.
• Sets a positive example for guest relations.
• Encourages 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.
• Supports implementation of customer recognition/service programs.
• Assists in the review of comment cards and guest satisfaction results with employees.
• Ensures employees have the proper supplies and uniforms.
• Assists in the use of a guest information tracking system for a repeat guest recognition program.
• Identifies developmental needs of others and coaches, mentors, or helps others improve knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provides feedback to individuals based on observation of service behaviors.
• Participates in an ongoing employee recognition program.
• Supports training when appropriate.
• Participates in the employee performance appraisal process.
• 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.
• Understands the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Complies with loss prevention policies and procedures.

Requirements

• High school diploma or GED; 1 year 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
• Financial/business decision making
• Honesty/integrity
• Teamwork
• Problem-solving
• Customer service

Experience Level

• Entry level

Education Level

• High school diploma or GED
• 2-year degree from an accredited university

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.
• At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them.
• Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
• Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
• Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day.
• The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next.
• It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality.
• As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values.
• And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
• In joining The Ritz-Carlton, 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.