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Assistant Front Office Manager
$57k-76k (estimate)
Full Time | Accommodations 10 Months Ago
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Marriott International, Inc. is Hiring an Assistant Front Office Manager Near Aurora, CO

Job Number 22215756
Job Category Rooms & Guest Services Operations
Location Gaylord Rockies Resort & Convention Center, 6700 North Gaylord Rockies Boulevard, Aurora, Colorado, United States
Schedule Full-Time
Located Remotely? N
Relocation? Y
Position Type Management

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 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.

CANDIDATE PROFILE

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

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 employees 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 employees 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.

Additional Responsibilities

  • Provides information to supervisors and co-workers 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.

The salary range for this position is $73,000.00 to $88,000.00 annually. This position offers health care benefits, flexible spending accounts, 401(k) plan, accrued paid time off (including sick leave where applicable), life insurance, disability coverage, other life and work wellness benefits and may include incentive compensation. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

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. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.
Gaylord Hotels is a multi-location hospitality brand guided by a single focus: extraordinary meetings and conventions. From guest rooms and meeting space, to entertainment and dining all in a self-contained environment, Gaylord Hotels makes meeting planning easy and provides attendees great networking opportunities. As a Gaylord Hotels STAR, you'll bring your warm smile, genuine excitement and a “consider it done” spirit to work. In return, you’ll experience the rewards of growing your career among a team of professionals with a passion for excellence. Ready for a change? Take the initiative. Enjoy the Rewards.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Accommodations

SALARY

$57k-76k (estimate)

POST DATE

05/08/2023

EXPIRATION DATE

10/10/2023

WEBSITE

marriott.com

HEADQUARTERS

LOCK HAVEN, PA

SIZE

>50,000

FOUNDED

1927

TYPE

Public

CEO

JOAN MARSHALL

REVENUE

$10B - $50B

INDUSTRY

Accommodations

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About Marriott International, Inc.

Marriott is a diversified hospitality company that manages and franchises a broad portfolio of hotels and related lodging facilities.

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