AsstMgr-Front Office

JW Marriott Hotel Riyadh; Riyadh Region; On-site; SAR 30,000 - 45,000; Full time

Job summary

A leading hotel in Riyadh is seeking an Assistant Front Office Manager to oversee front office operations and staff. The role includes ensuring exceptional guest service, managing daily operations, and supporting team development. Ideal candidates will have a background in hospitality and strong leadership skills.

Qualifications

• 2 years experience in guest services or front desk.
• High school diploma or GED required.
• 2-year degree preferred, no experience required.

Responsibilities

• Assist in managing front office functions and supervising staff.
• Ensure efficient check-in and check-out processes.
• Handle complaints and strive to improve service performance.

Skills

Leadership

Communication

Customer Service

Education

High school diploma or GED

2-year degree in Hotel and Restaurant Management or related field

Job description

Assists the Front Office Manager in managing front office functions and supervising staff daily. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role involves working with managers and staff to ensure efficient check-in and check-out processes, guest and employee satisfaction, and departmental financial performance.

Candidate Profile

Education and Experience

• High school diploma or GED; 2 years experience in guest services, front desk, or related area.
• 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no work experience required.

Core Work Activities

Supporting Management of Front Desk Team

• Lead, influence, and encourage team members using interpersonal and communication skills; promote sound financial and business decisions; demonstrate honesty and integrity; lead by example.
• Build mutual trust, respect, and cooperation among team members.
• Supervise daily operations and understand employee roles sufficiently to perform duties in their absence.
• Ensure employee recognition occurs across all shifts.
• Maintain open, collaborative relationships with staff.

Monitoring and Supporting Guest Service Goals

• Manage daily operations to meet quality standards and customer expectations.
• Develop goals and plans to organize work effectively.
• Handle complaints, disputes, grievances, and negotiations.
• Strive to improve service performance and collaborate on departmental improvements.
• Communicate departmental goals clearly and consistently.
• Participate in developing and implementing corrective actions based on guest feedback.
• Focus on continuous improvement and guest satisfaction in meetings.

Ensuring Exceptional Customer Service

• Provide above-and-beyond service to ensure customer satisfaction and retention.
• Assist staff in understanding guest needs, providing feedback, and coaching.
• Serve as a role model for appropriate behaviors and guest relations.
• Empower employees to deliver excellent service.
• Interact regularly with guests for feedback and handle guest issues effectively.

Managing Projects and Policies

• Implement customer recognition and service programs.
• Ensure compliance with all policies, standards, and procedures.
• Monitor adherence to credit policies to reduce bad debts.

Additional Responsibilities

• Provide information to staff and management via various communication channels.
• Analyze information to evaluate and solve problems.
• Update relevant parties on important information timely.
• Act in place of the Front Office Manager when absent.
• Communicate critical information from meetings to staff.

Marriott International is an equal opportunity employer committed to diversity and inclusion. We believe in non-discrimination based on protected characteristics. Join Marriott Hotels to deliver exceptional hospitality and be part of a global team dedicated to excellence.