Front Desk Manager

The Westin Nanea Ocean Villas; Lahaina (HI); On-site; USD 73,000 - 80,000; Full time

Job summary

The Westin Nanea Ocean Villas in Lahaina, Hawaii seeks an experienced Front Office leader to oversee day-to-day Front Desk operations, group arrivals, VIP registrations, and smooth check-outs. You will ensure guest services goals are met and collaborate with associates to deliver Marriott Vacations Worldwide's renowned service culture.

The role emphasizes coaching, performance feedback, staffing oversight, and fair application of policies, with focus on resolving guest concerns and maintaining

Qualifications

• High school diploma, GED or equivalent.
• 2 years progressive Front Office experience.
• 2-year degree in Hospitality or related major (optional).

Responsibilities

• Maintains guest services and Front Desk goals.
• Manages day-to-day Front Desk operations including group arrivals, registration, VIP registration, and check-out.
• Handles complaints, settles disputes, and resolves grievances.
• Supervises staffing levels to ensure guest service and operational needs are met.
• Provides coaching and feedback to Front Desk associates.
• Schedules associates to meet business demands.
• Communicates openly with associates and guests to reflect the Marriott service culture.
• Enforces policies and procedures consistently.

Skills

Guest services

Front desk operations

Staff supervision

Customer service

Coaching

Communication

Hiring

Education

High school diploma or GED

2-year degree in Hospitality or related

Job description

Salary Range: $72,500 - $80,000Valid driver's license may be required with at least one year of clean driving history.Relocation Assistance AvailableEducation and ExperienceHigh school diploma, GED or equivalent degree; 2 years of progressive experience in a hotel Front Office operation.OR2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.CORE WORK ACTIVITIESMaintaining Guest Services and Front Desk GoalsManages day-to-day operations, including group arrival, registration, VIP registration, and check-out.Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.Supervises staffing levels to verify that guest service, and operational needs are met.Verifies that there is regular on-going communication with associates to create awareness of business objectives and expectations, recognizes performance, and produces desired results.Supporting Management of Front Desk TeamProvides coaching and written or verbal documentation of positive and or corrective feedback to Front Desk associatesSupervises and manages associates. Manages all day-to-day operations. Understands associate positions well enough to perform duties in associates' absence.Communicates verbally and in writing, with all level of associates and guests that epitomizes the Marriott Vacations Worldwide Service Culture.Maximizes productivity, and identifies problem areas and implement solutions.Conducting Human Resources ActivitiesUses all available on the job training tools to train new hires and provide follow-up training as necessary.Establishes and maintains open, collaborative relationships with associates and ensures associates do the same with them.Schedule associates to business demands and for tracks associate time and attendance.Ensures associates understand expectations and parameters.Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.Observes service behaviors of associates and provides feedback to individuals.Ensures associate recognition is taking place on all shifts.Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.Participates in associate progressive discipline procedures.Review associate satisfaction results.Participates in interviewing and hiring of team members with the appropriate skills.Ensuring Exceptional Customer ServiceProvides 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.Responds to and handles guest problems and complaints, taking corrective action as necessary including pass downManaging Projects and PoliciesMaintains Knowledge of and assists in all emergency procedures as required.Follows and enforce all resort credit policiesSupervises daily Front Desk shift operations and monitors compliance with all policies, standards and procedures.Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).Supporting Human Resource ActivitiesSupports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.Brings issues concerning associate satisfaction to the attention of the department manager and Human Resources.Monitors Daily performance of Front Desk staff. Supervision duties include hiring, training, scheduling, assigning daily tasks, evaluating performance and terminating.Additional ResponsibilitiesProvides 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.Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.#LI-CW1Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.