Front Office Manager

Marriott Hotels Resorts; Monza; In loco; EUR 35.000 - 50.000; Tempo pieno

Descrizione del lavoro

A global hospitality leader in Monza is looking for a Front Office Manager responsible for managing all front office functions. This role includes leading the Guest Services Team while ensuring excellent customer service and achieving financial goals. Candidates should have experience in hospitality management, strong leadership skills, and a customer-focused mindset.

Competenze

• 4 years experience in guest services, front desk, or related area.
• 2 years experience in guest services, front desk, or related area if holding a 2-year degree.

Mansioni

• Lead Guest Services Team with strong interpersonal skills.
• Manage daily operations and supervise staff.
• Set and monitor goals for Guest Services and Front Desk.

Conoscenze

Office Manager Experience

Hotel Experience

Hospitality Experience

Front Desk

Guest Services

Hotel Management

Formazione

High school diploma or GED

2-year degree in Hotel and Restaurant Management

Strumenti

Dentrix

Eaglesoft

Descrizione del lavoro

Overview

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services / Front Desk, and Retail / Gift Shop as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Responsibilities

• Leading Guest Services Team: utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/bi siness decision making; demonstrates honesty and integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members; serves as a role model for appropriate behaviors.
• Supervises and manages employees; manages day-to-day operations; understands employee positions well enough to perform duties in their absence.
• Establishes and maintains open, collaborative relationships with employees and ensures the same within the team; ensures recognition of employees across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions and monitors progress; celebrates successes and publicly recognizes contributions.
• Maintains Guest Services and Front Desk goals by achieving and exceeding performance, budget, and team goals; manages daily operations to meet quality standards and customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work; focuses on critical components of operations to drive guest satisfaction and financial results.
• Conducts department meetings, communicating a clear and consistent message regarding Front Office goals; reviews staffing levels to meet guest service and financial objectives.
• Understands the impact of Front Office operations on Rooms and overall property financial goals; manages controllable expenses to achieve or exceed budgeted goals.
• Ensures compliance with Front Office policies, standards, and procedures; administers property policies fairly and consistently; completes disciplinary procedures and documentation per SOPs/LSOPs and supports Peer Review.
• Serving as the Service Champion for the Front Office, creating a positive atmosphere for guest relations; demonstrates leadership in guest hospitality and strives to improve service performance.
• Empowers employees to provide excellent customer service and ensures Front Office areas foster a positive guest experience; reviews guest feedback to identify areas for improvement.
• Responds to and handles guest problems and complaints; observes service behaviors and provides feedback to individuals and managers as needed.

Qualifications

Education and Experience

• 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.

Required Experience / Key Skills

• Office Manager Experience, Hotel Experience, Hospitality Experience, Front Desk, Guest Services, Hotel Management
• Dentrix, Eaglesoft, Dental Office/Medical Office/Receptionist experience (if applicable to role)

Employment Details

• Employment Type: Full-Time
• Experience: years
• Vacancy: 1

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