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About the Role

Assists the Front Office Manager in administering front office functions and supervising staff, ensuring efficient check-in/check-out processes, guest and employee satisfaction, and maximizing departmental financial performance.

Responsibilities

• Administer front office functions and supervise staff.
• Direct and work with managers and employees to carry out procedures.
• Ensure an efficient check-in and check-out process.
• Maximize the financial performance of the department.
• Utilize interpersonal and communication skills to lead, influence, and encourage others.
• Advocate sound financial/business decision making.
• Demonstrate honesty/integrity and lead by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Supervise and manage employees and all day-to-day operations.
• Understand employee positions well enough to perform duties in employees' absence.
• Ensure employee recognition is taking place on all shifts.
• Establish and maintain open, collaborative relationships with employees.
• Manage day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, resolve grievances and conflicts, or otherwise negotiate with others.
• Strive to improve service performance.
• Collaborate with the Front Office Manager on ways to continually improve departmental service.
• Communicate a clear and consistent message regarding Front Office goals.
• Participate in the development and implementation of corrective action plans.
• Emphasize guest satisfaction during all departmental meetings.
• Focus on continuous improvement.
• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs.
• Provide guidance, feedback, and individual coaching to employees.
• Serve as a role model to demonstrate appropriate behaviors.
• Set a positive example for guest relations.
• Display outstanding hospitality skills.
• Empower employees to provide excellent customer service.
• Interact with customers to obtain feedback on quality of product, service levels, and overall satisfaction.
• Provide feedback to employees based on observation of service behaviors.
• Handle guest problems and complaints effectively.
• Implement the customer recognition/service program.
• Ensure compliance with all Front Office policies, standards, and procedures.
• Monitor adherence to all credit policies and procedures.
• Provide information to supervisors and co-workers.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Inform and/or update executives, peers, and subordinates on relevant information.
• Function in place of the Front Office Manager in his/her absence.
• Communicate critical information from pre- and post-convention meetings to staff.
• Participate in department meetings.

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 skills
• Financial/business decision making
• Problem-solving
• Conflict resolution
• Customer service
• Hospitality skills

Experience Level

• 2 years experience in guest services, front desk, or related professional area
• No work experience required (with a 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

• 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.
• As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy.
• 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

• 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.
• 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.