Assistant Front Office Manager

OVERALL RESPONSIBILITIES

Assist in the overall operation of the Front Office area, which includes Front Desk, AYS, Concierge and Bell Staff. In addition to ensure the efficiency of the operation to achieve profit goals; this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee 100% guest satisfaction with confident graciousness. This is a hands-on position that requires leading assigned shifts and supporting the Front Office Manager.

JOB REQUIREMENTS·

• Minimum 2 years Front Office experience and at least one year in a supervisory position
• Management Competencies - Exhibit and demonstrates knowledge, skills and attributes that contribute to the dynamic of the Front Office
• Leadership - Exhibit the ability to direct and guide the Front Office team to achieve our profits and guest service score goals
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from the Front Office Team; making a good first impression and representing Marriott in alignment with its values
• Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities. Obtaining and comparing information from different sources to solve problems and choose a course of action
• Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills
• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace
• Ability to verbally communicate effectively with guests and co-workers
• Position requires minimum lifting of 30 pounds, pushing, pulling, bending, stooping and upward reaching
• Some exposure to cleaning chemicals
• Prolonged periods of standing and/or walking

ESSENTIAL FUNCTIONS

• A thorough knowledge of Marriott’s Culture and the importance of the Basics of Brilliant Hosting. Responsible for maintaining total compliance of the Basics of Brilliant Hosting by their associates through ongoing training and reinforcement by modeling these behaviors, positive reinforcement and by taking corrective disciplinary measures
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established Marriott policy
• Excellent working knowledge of both Marriott PMS and MARSHA reservation systems, and capable of managing Reservations Inventory System for maximum revenue production. Input group reservations into MARSHA when necessary. Familiarity with all in-house groups
• Maintain and manage hotel’s “Mobile Directory” application
• Keep a pulse on daily revenue and payroll expenses to minimize loss, manage expenses and maximize profit
• Ability to direct and maintain productivity levels and meet or exceed all established department goals
• Accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Ensure all operations and cash handling are done per policies and procedures; maintain the house bank and provide change when needed
• Assist in creating, adjusting weekly department schedules. Adjusting and auditing payroll and time sheets as needed
• Perform audits and complete Service Excellence Associate Observation Forms
• Conduct daily stand up’s and monthly meetings and maintain open lines of communication with all departments to ensure guest satisfaction
• Maintain information on prices, rates, specials, packages, programs, etc. while ensuring all staff are provided this information in a timely manner
• Analyze, investigate, and resolve guest complaints, both in person and through GuestVoice and email channels. Responsible for using Marriott’s LEARN and guest recovery models while maintaining good guest rapport
• Maintain adequate information regarding credit, gift certificates, etc. and maintain all required reports
• Perform all tasks of a Front Office Associate as needed to facilitate service including check-in and check-out of guests
• Act as a shift supervisor to ensure all daily functions of the check-in and check-out process are being completed at an optimal level
• Assist the Front Office Manager with the training and development of the Front Office staff following Marriott and Pinnacle training guidelines; Act as Front Office Manager in absence of Manager
• Interviewing, hiring, training, counseling and scheduling of bell staff
• Oversee gift shop ordering and inventory
• Ensure safety and quality in all our products and services
• Always smile and offer a warm greeting to all and exhibit a polished image
• Complete, within ability, all reasonable requests by management
• Act as Lobby Ambassador and MOD as scheduled