Assistant Front Office Manager

OVERALL RESPONSIBILITIES:

Assist in the overall operation of the Front Office area, which includes Front Desk, AYS, Concierge and Bell Staff. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee 100% guest satisfaction. This is a hands-on position that requires leading assigned shifts and supporting the Front Office Manager.

JOB REQUIREMENTS

• Minimum 2 years Front Office experience and at least one year in a supervisory position.
• Minimum lifting of 30lbs.
• Ability to verbally communicate effectively with guests and co-workers.
• Pushing, pulling, bending, stooping, upward reaching.
• Some exposure to cleaning chemicals
• Prolonged periods of standing and/or walking.
• Management Competencies
• Leadership
• Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing Marriott in alignment with its values.
• Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.
• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.

ESSENTIAL FUNCTIONS:

• A thorough knowledge of Marriott's Culture and the importance of the Basics of Brilliant Hosting. Each Manager is responsible for maintaining total compliance of the Basics of Brilliant Hosting by their associates through ongoing training and reinforcement by modeling these behaviors, positive reinforcement and by taking corrective disciplinary measures.
• Maintain guest room inventory
• Assist in creating and post weekly department schedules
• Coach and counsel employees to reflect Marriott Hotel Standards and Procedures
• Recommend discipline as appropriate
• Perform all tasks of a Front Office Staff as needed to facilitate service
• Conduct daily stand up's and monthly meetings and provide open lines of communication
• Enforce all front office procedures
• Ensure all operations and cash handling are done per policies and procedures
• Maintain constant communication with the housekeeping department
• Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Maintain all required reports
• Maintain adequate information regarding credit, gift certificates, etc.
• Maintain house bank and provide change when needed
• Assist in the maintenance of all in-house systems as denoted by franchise affiliation
• Meet or exceed all established goals
• Ensure safety and quality in all our products and services
• Always smile and offer a warm greeting to all.
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
• Each associate is expected to complete, within their ability, all reasonable requests by management.