Front Office Manager
Job DescriptionJOB SUMMARYResponsible 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 PROFILEEducation and Experience oHigh school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
OR o2-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 ACTIVITIESLeading Guest Services Team oUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
oEncourages and builds mutual trust, respect, and cooperation among team members.
oServes as a role model to demonstrate appropriate behaviors.
oSupervises and manages employees.
Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees' absence.
oEstablishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
oEnsures recognition of employees is taking place across areas of responsibility.
oCommunicates performance expectations in accordance with job descriptions for each position and monitors progress.
oCelebrates successes and publicly recognizes the contributions of team members.
Maintaining Guest Services and Front Desk Goals oAchieves and exceeds goals including performance goals, budget goals, team goals, etc.
oManages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
oDevelops specific goals and plans to prioritize, organize, and accomplish your work.
oKeeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
oConducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
oReviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
oUnderstands the impact of Front Office operations on the Rooms area and overall property financial goals.
oManages department controllable expenses to achieve or exceed budgeted goals.
Managing Projects and Policies oEnsures compliance with all Front Office policies, standards and procedures.
oEnsures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Ensuring Exceptional Customer Service oProvides services that are above and beyond for customer satisfaction and retention.
oImproves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
oSupervises and managing employees.
Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in employees' absence.
oActs as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.
oDisplays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
oStrives to improve service performance.
oEmpowers employees to provide excellent customer service.
oEnsures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
oReviews comment cards, guest satisfaction results and other data to identify areas of improvement.
oResponds to and handles guest problems and complaints.
oObserves service behaviors of employees and provides feedback to individuals and/or managers.
Managing and Conducting Human Resource Activities oIdentifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
oProvides guidance and direction to subordinates, including setting performance standards and monitoring performance.
oEstablishes challenging, realistic and obtainable goals to guide operation and performance.
oSolicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
oEnsures employees are treated fairly and equitably.
oManages employee progressive discipline procedures for Front Office Staff.
oAdministers the performance appraisal process for direct report managers.
oInterviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Additional Responsibilities oProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
oAnalyzes information and evaluating results to choose the best solution and solve problems.
oInforms and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
oIdentifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
The salary range for this position is $97,000.
00 to $125,000.
00 annually.
Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans.
Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
The compensation and benefits information is provided as of the date of this posting.
Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.
Marriott International is an equal opportunity employer.
We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
About the TeamMarriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.
As a host with Marriott Hotels, you will help keep the promise of Wonderful Hospitality.
Always.
by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy.
With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels.
In joining Marriott Hotels, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world.
JW believes our associates come first.
Because if you're happy, our guests will be happy.
JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.
Willard Marriott.
Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers.
JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.
Treating guests exceptionally starts with the way we take care of our associates.
That's The JW Treatment(TM).
In joining JW Marriott, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Recommended Skills Business Administration Business Requirements Communication Customer Satisfaction Decision Making Finance Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
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on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3p89170x1stysczgd3', 'ExternalApply-j3p89170x1stysczgd3'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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 PROFILEEducation and Experience oHigh school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
OR o2-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 ACTIVITIESLeading Guest Services Team oUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
oEncourages and builds mutual trust, respect, and cooperation among team members.
oServes as a role model to demonstrate appropriate behaviors.
oSupervises and manages employees.
Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees' absence.
oEstablishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
oEnsures recognition of employees is taking place across areas of responsibility.
oCommunicates performance expectations in accordance with job descriptions for each position and monitors progress.
oCelebrates successes and publicly recognizes the contributions of team members.
Maintaining Guest Services and Front Desk Goals oAchieves and exceeds goals including performance goals, budget goals, team goals, etc.
oManages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
oDevelops specific goals and plans to prioritize, organize, and accomplish your work.
oKeeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
oConducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
oReviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
oUnderstands the impact of Front Office operations on the Rooms area and overall property financial goals.
oManages department controllable expenses to achieve or exceed budgeted goals.
Managing Projects and Policies oEnsures compliance with all Front Office policies, standards and procedures.
oEnsures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Ensuring Exceptional Customer Service oProvides services that are above and beyond for customer satisfaction and retention.
oImproves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
oSupervises and managing employees.
Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in employees' absence.
oActs as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.
oDisplays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
oStrives to improve service performance.
oEmpowers employees to provide excellent customer service.
oEnsures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
oReviews comment cards, guest satisfaction results and other data to identify areas of improvement.
oResponds to and handles guest problems and complaints.
oObserves service behaviors of employees and provides feedback to individuals and/or managers.
Managing and Conducting Human Resource Activities oIdentifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
oProvides guidance and direction to subordinates, including setting performance standards and monitoring performance.
oEstablishes challenging, realistic and obtainable goals to guide operation and performance.
oSolicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
oEnsures employees are treated fairly and equitably.
oManages employee progressive discipline procedures for Front Office Staff.
oAdministers the performance appraisal process for direct report managers.
oInterviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Additional Responsibilities oProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
oAnalyzes information and evaluating results to choose the best solution and solve problems.
oInforms and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
oIdentifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
The salary range for this position is $97,000.
00 to $125,000.
00 annually.
Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans.
Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
The compensation and benefits information is provided as of the date of this posting.
Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.
Marriott International is an equal opportunity employer.
We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
About the TeamMarriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.
As a host with Marriott Hotels, you will help keep the promise of Wonderful Hospitality.
Always.
by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy.
With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels.
In joining Marriott Hotels, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world.
JW believes our associates come first.
Because if you're happy, our guests will be happy.
JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.
Willard Marriott.
Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers.
JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.
Treating guests exceptionally starts with the way we take care of our associates.
That's The JW Treatment(TM).
In joining JW Marriott, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Recommended Skills Business Administration Business Requirements Communication Customer Satisfaction Decision Making Finance Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3p89170x1stysczgd3', 'ExternalApply-j3p89170x1stysczgd3'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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