Asst. Director of Front Office

Marriott Resorts Hospitality Corporation; United States; On-site; USD 42,000 - 66,000; Full time

Job summary

Marriott Vacations Worldwide is seeking a motivated Front Office Manager to assist the Director Front Office in supervising Bell/Door Staff, Switchboard and Guest Services. You will help ensure an efficient check-in and check-out process and uphold high standards of guest service.

This role requires leadership to manage daily operations, coach staff, resolve guest concerns, and work with the team to maximize department performance and satisfaction.

Qualifications

• Experience in guest services, front desk, or related area.
• Ability to supervise staff and manage day-to-day operations.
• Strong customer service and problem-solving skills.

Responsibilities

• Lead and supervise front desk team and related front office staff.
• Ensure efficient check-in and check-out processes.
• Maintain guest satisfaction and address concerns.
• Collaborate with Front Office Manager to improve service.
• Communicate front office goals and action plans.

Skills

Leadership

Interpersonal skills

Staff supervision

Customer service

Financial awareness

Education

High school diploma or GED

2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

Job description

JOB SUMMARY

Assists the Director Front Office in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. Relocation Assistance Available

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 builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees.
• Managing all day-to-day operations.
• Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.

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.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

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.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

• Provides information to supervisors and co-workers 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 updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre and post-convention meetings to the Front Office staff.
• Participates in department meetings.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Where meaningful moments are made together.

Our associates want more than fulfilling work.

Like our Owners, Members and guests around the world, they want fulfilling lives.

Vacations expand our world to new places, new possibilities, new connections.

Along the way, they help us discover our best selves.

Great vacations are the embodiment of a life, fulfilled.

Marriott Vacations Worldwide (NYSE: VAC) is a leading global vacation company.

While our numbers tell some of the story, the heart of our success comes from the quality - and exceptional longevity - of our relationships with our associates and customers.

Join us on our journey.

FOR A LIFE FULFILLED. Creating vacations that move you.

20,000+ Associates worldwide Vacation Ownership 7 Iconic Brands Approximately 120 Vacation Ownership Resorts 700,000+ Owner families 90%+ Guest satisfaction score Exchange & Third-Party Management More than 3,200 affiliated resorts in over 90 countries and territories Approximately 1.6 million exchange network members