Assistant Front Desk Manager

Courtyard by Marriott; Mumbai; Sur place; INR 600 000 - 1 200 000; Plein temps

Résumé du poste

Courtyard by Marriott Mumbai Andheri East is seeking an entry-level management professional to lead and assist with daily Front Office shift requirements. Front Office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk, with a focus on guest satisfaction and efficient operations.

You will help uphold service standards, coach team members, and support financial and administrative responsibilities to achieve occupancy and revenue goals.

Qualifications

• 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.

Responsabilités

• Lead and assist with daily Front Office shift requirements (Bell/Door Staff, Switchboard, Guest Services/Front Desk).
• Support day-to-day operations and strive for guest and employee satisfaction.
• Coach and counsel staff; handle employee questions and concerns; guide daily Front Desk shift operations.

Connaissances

Leadership

Interpersonal skills

Guest services

Front desk knowledge

Communication

Formation

High school diploma or GED

2-year degree in Hotel/Restaurant Management or related major

Description du poste

Job Description

Additional Information

Job Number 26145931

Job Category Rooms & Guest Services Operations

Location CTS 215, Opposite Carnival Cinemas, Andheri Kurla Road, Andheri East, Mumbai Mahar 400059, India VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

Job Summary Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include 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.

CANDIDATE PROFILE

Education And Experience

• 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.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.


• Encourages and building mutual trust, respect, and cooperation among team members.


• Serves as a role model to demonstrate appropriate behaviors.


• Supports all day-to-day operations.


• Understands employee positions well enough to perform duties in employees' absence.


• Coaches, counsels and encourages employees.


• Handles employee questions and concerns.


• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.


• Guides daily Front Desk shift operations.


• Communicates performance expectations to employees in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.


• Develops specific goals and plans to prioritize, organize, and accomplish your work.


• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.


• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.


• Strives to improve service performance.


• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.


• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.


• Supervises same day selling procedures to maximize room revenue and property occupancy.


• Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• 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 when needed.


• Sets a positive example for guest relations.


• Empowers 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.

Managing Projects and Policies

• Implementing the customer recognition/service program, communicating and ensuring the process.


• 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 to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.


• Providing 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.


• Conducts training when appropriate.


• Participates in the employee performance appraisal process.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.


• Analyzes information and evaluating results to choose the best solution and solve problems.


• Informs and/or updating the executives, the peers and the 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.

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. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At Courtyard, we're passionate about better serving the needs of travelers everywhere. It's what inspired us to create the first hotel designed specifically for business travelers, and it's why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We're looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.

In joining Courtyard, 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.

Requirements