Assistant Front Desk Manager

Sheraton Hotels & Resorts; New Orleans (LA); On-site; USD 35,000 - 40,000; Full time

Job summary

Sheraton Hotels & Resorts in New Orleans seeks an entry level management professional to lead and assist with daily shift requirements across front desk functions, including Bell/Door Staff, Switchboard and Guest Services/Front Desk.

The role emphasizes guest and employee satisfaction, achieving the operating budget, and handling financial and administrative duties while developing team members.

Qualifications

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

Responsibilities

• Lead and assist with daily front desk shift requirements.
• Support Front Desk operations and respond to guest needs.
• Ensure guest and employee satisfaction and meet operating budget.
• Provide guidance and direction to subordinates, including coaching.

Skills

Interpersonal skills

Communication

Leadership

Guest services experience

Education

High school diploma or GED

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

Job description

Additional Information

Overnight Shift
Job Number: 26106556
Job Category: Rooms & Guest Services Operations
Location: 500 Canal St, New Orleans, Louisiana, United States, 70130 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.

When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, 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.