Assistant Front Desk Manager

Renaissance Hotels; Dallas (TX); Sur place; USD 23 000 - 40 000; Plein temps

Avantages offerts par ce poste

Bonus eligible

Résumé du poste

Renaissance Hotels in Dallas seeks an entry-level management professional to lead daily Front Desk shift operations and support Bell/Door Staff, Switchboard and Guest Services. The role focuses on guest and employee satisfaction while helping meet the property's operating budget and handling administrative tasks.

The position requires either a high school diploma with relevant experience or a 2-year degree in Hotel/Restaurant Management, Hospitality, or Business Administration.

Qualifications

• High school diploma or GED with experience in guest services, front desk or related area.
• Alternatively, a 2-year degree in Hotel/Restaurant Management, Hospitality, or related major with no required work experience.

Responsabilités

• Lead and assist with daily shift requirements in front office areas including Bell/Door Staff, Switchboard and Guest Services/Front Desk.
• Strive to ensure guest and employee satisfaction and assist in achieving the operating budget.
• Support and train front desk staff and ensure adherence to policies and procedures.

Connaissances

Leadership

Guest services

Front desk operations

Communication

Formation

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.

Outils

Guest information tracking system

Description du poste

Additional Information

Job Number 26129260

Job Category Rooms & Guest Services Operations

Location 2222 Stemmons Freeway, DALLAS TX 75207, United States VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

Pay Range: $25.48-$28.85 per hour

Bonus Eligible: Y

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.

OR

• 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.
• 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.

Supporting Progress Toward Guest Services and Front Desk Goals

• Supports 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.
• Observes staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supports 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.
• 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.

Supporting Projects and Policies

• Supports implementation of customer recognition/service programs, 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

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

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 Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We're looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance 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.