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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.
Supervises and manages employees, overseeing all day-to-day operations.
Achieves and exceeds goals, including performance and budget goals.
Manages day-to-day operations, ensuring quality, standards, and customer expectations are met.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Keeps the 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, providing guidance, feedback, and coaching.
Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
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 them 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.
Analyzes information and evaluates results to choose the best solution and solve problems.
Informs and/or updates executives, peers, and subordinates on relevant information.
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

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

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality.
EDITION delivers polish with personality, perfectionism with individualism, and comfort with charisma and charm.
The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence.
We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work.
A place where service comes from the heart, not from a handbook.
A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
In joining EDITION, 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.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.