Front Office Operations Lead

Marriott Vacations; United States; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Relocation Assistance

Job summary

Marriott Vacations Worldwide seeks a Front Office supervisor/manager to assist the Director Front Office with daily operations across Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role focuses on efficient check-in/out, staff supervision, and maximizing department financial performance.

Relocation assistance available. The position requires leadership, strong customer service, and ability to resolve guest issues while maintaining high service standards.

Qualifications

• High school diploma or GED; 2 years experience in 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Leadership

Customer service

Staff supervision

Communication skills

Education

High school diploma or GED

Associate degree in Hotel/Restaurant Management or related

Job description

Marriott Vacations Worldwide seeks a Front Office supervisor/manager to assist the Director Front Office with daily operations across Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role focuses on efficient check-in/out, staff supervision, and maximizing department financial performance.

Relocation assistance available. The position requires leadership, strong customer service, and ability to resolve guest issues while maintaining high service standards.