Front Office Manager

Lm Services Corporation Group; St. Louis (MO); On-site; USD 54,000 - 55,000; Full time

Job summary

Marriott St Louis Airport in St. Louis, MO 63134, is seeking a Management-level professional to lead the front office team. This full-time role focuses on staffing, training, and maintaining service standards across guest services.

You will oversee the front desk and PBX, run shifts, pre-register guests, and coordinate with other departments to ensure seamless guest experiences, while adhering to Marriott guidelines.

Qualifications

• Experience supervising front office staff and ensuring service standards.
• Ability to analyze complex data and make sound judgments.
• Strong organizational skills to train staff on brand standards.
• Proficient with front desk operations and guest check-in/check-out.
• Strong verbal and written English communication.

Responsibilities

• Oversee the front desk and PBX and ensure agents follow Marriott guidelines.
• Run shifts at the Front Desk and perform check-in/check-out.
• Pre-register guests and coordinate with other departments.
• Handle guest concerns and resolve issues per Marriott guidelines.
• Log all issues and resolutions.

Skills

Staffing

Training

Counseling

Front Office Management

Supervision

Guest service

Communication

Tools

PBX system

Job description

Job Details: Level: Management, Job Location: Marriott St Louis Airport - St Louis, MO 63134, Position Type: Full Time, Salary Range: $54,000.00 - $55,000.00 Salary/year, Job Category: Management, You will manage and motivate all front office employees with daily supervision to include staffing, training, counseling, and visually monitoring performance to ensure adherence to all service standards.

Oversee the front desk and PBX and ensure all Agents are following the Marriott guidelines and scripting. Run shifts at the Front Desk, physically perform check in/check out process and other guest service related activities.

You will review V. I. P. reservations and resumes for incoming and in-house guests. Pre-register guests and communicate with other departments to ensure proper handling of guests and groups.

Communicate with guest and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize and conduct meaningful pre-shift meetings to disseminate pertinent information.

You will remain calm and alert, especially during emergency or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest concerns and complaints, conducting thorough research to develop the most effective solutions and negotiate results. Resolve issues using discretion and the Marriott guidelines. Ensure all issues and resolutions are properly logged.

Qualifications

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Thorough organizational and supervisory skills to train the Front Office staff on systems and brand standards to enable successful Front Office operations.
• Ability to analyze complex statistical data and make sound judgments accordingly.
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input and retrieve information using a moderately complex computer system.
• Ability to establish and maintain effective working relationships with employees, customers, and patrons.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.