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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, or otherwise negotiates with others.
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 all 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 by telephone, in written form, e-mail, or in person.
Analyzes information and evaluates results to choose the best solution and solve problems.
Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
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 skills
Financial acumen
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.
W Hotels’ mission is to Ignite Curiosity, Expand Worlds.
We are a place to experience life.
We’re here to open doors and open minds.
We are constantly inspired by new faces and new experiences.
A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe.
Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life.
If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels.
In joining W 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

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.