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About the Role

Assists the Front Office Manager in administering front office functions and supervising staff. Ensures guest and employee satisfaction and maximizes 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 product quality, service levels, and overall satisfaction.
Ensures employees understand customer service expectations and parameters.
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 occupancy.
Supervises daily Front Desk shift operations and ensures compliance with 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 to identify and address concerns.
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 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 Front Desk goals.

Requirements

High school diploma or GED; 2 years experience in 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
Financial/business decision making
Honesty
Integrity
Leadership
Customer service
Problem-solving
Coaching
Mentoring

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 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.
Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts around the world.
The brand has remained committed to an uncompromising level of bespoke and anticipatory service.
In joining St. Regis, 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 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.