Marriott Carrier – Front Office Manager

Job Description:

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Job Responsibilities:

• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Sets a positive example for guest relations.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Responds to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Provides services that are above and beyond for customer satisfaction and retention.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Empowers employees to provide excellent customer service.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in employee progressive discipline procedures.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Ensures 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.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Implements the customer recognition/service program, communicating and ensuring the process.

Job Requirements:

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

Job Details:

Company: Marriott

Vacancy Type: Full Time

Job Location: Semarang, ID

Application Deadline: N/A

Apply Here

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