Assistant Front Office Manager

Job description

You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn't find in a travel guide. If this sounds like you, you're in the right place. You've got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That's why we're not just looking for anyone. We're looking for someone like you.

Desired profile

Job Summary


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 associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and associate satisfaction and maximizes the financial performance of the department.

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 builds mutual trust, respect, and cooperation among team members.
·  Supervises and manages associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates' absence.
·  Ensures associate recognition is taking place on all shifts.
·  Establishes and maintains open, collaborative relationships with associates.

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.
·  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.

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.
·  Serves as a role model to demonstrate appropriate behaviors.
·  Sets a positive example for guest relations.
·  Displays outstanding hospitality skills.
·  Empowers associates 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 associates based on observation of service behaviors.
·  Handles guest problems and complaints effectively.
·  Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies
·  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.

Supports Handling of Human Resource Activities
·  Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
·  Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
·  Gives appropriate feedback to improve individual hospitality skills based on hospitality audit.
·  Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
·  Reviews associate satisfaction results to identify and address associate problems or concerns.
·  Participates in the associate performance appraisal process, providing feedback as needed.
·  Assists as needed in the interviewing and hiring of associate team members with the appropriate skills.

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 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.

Security and Priocedures

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.