Front Office Manager Department Head

Marriott Vacations; United States; On-site; USD 65,000 - 78,000; Full time

Job summary

Marriott Vacations seeks a Front Office Leader to oversee Bell Staff, Switchboard, Guest Services/Front Desk, and Retail/Gift Shop operations. You will direct staff, ensure smooth guest arrival/departure, and strive to improve guest and employee satisfaction while boosting department financial performance.

Qualified candidates have a high school diploma or GED with 4 years in guest services, or a 2-year degree with 2 years of related experience.

Qualifications

• High school diploma or GED; 4 years experience in guest services/front desk.
• Or 2-year degree in Hotel/Restaurant Management, Hospitality, Business Admin or related major; 2 years experience.

Responsibilities

• Lead and supervise front office staff and operations.
• Drive guest satisfaction and financial performance of the department.
• Communicate performance expectations and recognize employees.
• Manage day-to-day front office operations and staffing.
• Foster open, collaborative relationships among team members.

Skills

Leadership

Interpersonal skills

Communication

Guest services leadership

Education

High school diploma or GED

2-year degree in Hospitality/Business

Job description

Pay Range: $65,000-$78,000 + Bonus Eligible

Relocation Assistance is Available.

This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

JOB SUMMARY

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 4 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; 2 years experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Leading Guest Services 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.

Serves as a role model to demonstrate appropriate behaviors.

Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Ensures recognition of employees is taking place across areas of responsibility.

Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

Celebrates successes and publicly recognizes the contributions of team members.

Maintaining Guest Services and Front Desk Goals

Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

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.

Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Understands the impact of Front Office operations on the Rooms area and overall property financial goals.

Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

Ensures compliance with all Front Office policies, standards and procedures.

Ensures property policies are administered fairly and consistently, disciplinary procedures and documents are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

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.

Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

Strives to improve service performance.

Empowers employees to provide excellent customer service.

Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Responds to and handles guest problems and complaints.

Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting 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.

Establishes challenging, realistic and obtainable goals to guide operation and performance.

Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

Ensures employees are treated fair and equitably.

Manage