Assistant Front Desk Manager
Role Overview
Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements.
Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.
Strives to ensure guest and employee satisfaction and achieve the operating budget.
Assists in completing financial and administrative responsibilities.
Key Skills for This Role
Full Job Posting
Education and Experience
- High school diploma or GED; 2 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; no work experience required.
- CORE WORK ACTIVITIES
- Supporting Management of Front Desk 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 building mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supports all day-to-day operations.
- Understands employee positions well enough to perform duties in employees' absence.
- Coaches, counsels and encourages employees.
- Handles employee questions and concerns.
- Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
- Guides daily Front Desk shift operations.
- Communicates performance expectations to employees in accordance with job descriptions for each position.
- Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
- 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.
- Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
- Strives to improve service performance.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and property occupancy.
- Understands the impact of Front Desk operations on the overall property financial goals and objectives.
- 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.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service within guidelines.
- Handles guest problems and complaints seeking assistance from supervisor as necessary.
- Interacts with guests to obtain feedback on product quality and service levels.
- Managing Projects and Policies
- Implementing the customer recognition/service program, communicating and ensuring the process.
- Assists in the review of comment cards and guest satisfaction results with employees.
- Ensures employees have the proper supplies and uniforms.
- Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
- Supporting Handling of Human Resource Activities
- Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Provides feedback to individuals based on observation of service behaviors.
- Participates in an ongoing employee recognition program.
- Conducts training when appropriate.
- Participates in the employee performance appraisal process.
- Additional Responsibilities
- Provides 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.
- Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
- Performs all duties at the Front Desk as necessary.
- Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
- Complies with loss prevention policies and procedures.
- At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Preferred Qualifications
- Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
About Marriott International
Global hospitality company managing and franchising lodging brands.
Visit company websiteApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Marriott International
Storekeeper
Jeddah, KSA
Marriott is seeking a Storekeeper to receive, inspect, store and distribute supplies to hotel departments. The role also involves stock monitoring, safe food handling and maintaining clean storage areas; related experien
Guest Experience Expert
Jeddah, KSA
Additional Information Job Number26061767 Job CategoryRooms & Guest Services Operations LocationAl Hamra District, Southern Corniche, PO Box 13344, Jeddah 21493, Saudi Arabia ScheduleFull Time Located Remotely?N Position
Engineering Supervisor
Dubai, UAE
Marriott International seeks an Engineering Supervisor to install, maintain, and repair tools, appliances, and equipment while supporting life-safety checks and guest repair requests. The role assists management with hir
Children Activity Assistant
, UAE
Marriott International is seeking an assistant to support children’s activities for club members and guests. The role involves leading games and creative activities, assisting with registrations, maintaining equipment, a
Store keeper
Jeddah, KSA
Marriott is seeking a Store Keeper to receive, organize, and distribute merchandise and supplies while maintaining stock records and safe storage conditions. The role includes checking deliveries, rotating perishables, a
Hostess
, UAE
Marriott is seeking a Hostess to welcome guests, manage seating, and help maintain an orderly dining room. The role includes preparing tables, monitoring guest needs and safety, and communicating professionally; a high s
Club Concierge Agent
, UAE
The employer is seeking a Club Concierge Agent to deliver a memorable guest experience throughout each stay. The work includes addressing guest requests, handling operational needs, sharing local information, and maintai
Mini-Bar Attendant
, UAE
Marriott International is seeking a Mini-Bar Attendant to support guest food and beverage service and create a memorable guest experience. The role calls for professional communication, adherence to safety and quality st
Storekeeper
Jeddah, KSA
Guest Experience Expert
Jeddah, KSA
Engineering Supervisor
Dubai, UAE
Children Activity Assistant
, UAE
Store keeper
Jeddah, KSA
Hostess
, UAE
Club Concierge Agent
, UAE
Mini-Bar Attendant
, UAE