Title: Assistant Front Office Manager
Location: GBR-Wales-Cardiff-Cardiff Marriott Hotel
Job Number: 1400021L
With more than 300 managed properties worldwide (including conference centers) our flagship brand, Marriott Hotels & Resorts celebrates the drive, focus, and resilience of our guests while focusing on exceptional service and genuine comfort. As part of the Marriott Hotels & Resorts team, you'll work to make the most of the travel experience of each and every guests. Find Your World™ at Marriott Hotels & Resorts.
Responsible for all front office functions and staff. Areas of responsibility include Concierge, Switchboard Operations, Front Desk, Guest Relations, Nights Operation, Night Audit and Customer car park. As an assistant department head, directs and works with supervisors and associates to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department. Ensure night running of the front desk operation is done so to Marriott’s high standards of service and hospitality. Responsible for maintaining, securing the bank complying with accounting specifications. Report accidents, injuries, and unsafe work conditions. Follow all company policies and procedures; ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs in timely manner; Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships within the department; support team to reach common goals. Comply with quality assurance expectations and standards.
Qualifications:
JOB SUMMARY
Responsible for all front office functions and staff. Areas of responsibility include Concierge, Switchboard Operations, Front Desk, Guest Relations,Nights Operation, Night Audit and Customer car park. As an assistant department head, directs and works with supervisors and associates to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department. Ensure night running of the front desk operation is done so to Marriott’s high standards of service and hospitality. Responsible for maintaining, securing the bank complying with accounting specifications. Report accidents, injuries, and unsafe work conditions. Follow all company policies and procedures; ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs in timely manner; Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships within the department; support team to reach common goals.
JOB FAMILY CORE WORK ACTIVITIES
· Exceeding Customer Expectations- Providing services that are above and beyond for customer satisfaction and retention.
· Demonstrating Leadership- Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
· Improving Service- Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
· Communicating with Supervisors, Peers, or Subordinates- Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
· Coaching and Developing Others- Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
· Developing and Building Teams- Encouraging and building mutual trust, respect, and cooperation among team members.
· Modeling Appropriate Behaviors- Serving as a role model to demonstrate appropriate behaviors.
· Achieving/Exceeding Goals- Achieving and exceeding goals including performance goals, budget goals, team goals, etc.
· Making Decisions and Solving Problems- Analyzing information and evaluating results to choose the best solution and solve problems.
· Guiding, Directing, and MotivatingSubordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
· Communicating Information Timely- Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
· Setting Goals- Establishing challenging, realistic and obtainable goals to guide operation and performance.
· Supervising Associates- Supervising and managing associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates' absence.
· Managing Daily Operations of the area or department- Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
· Organizing, Planning, and Prioritizing Work- Developing specific goals and plans to prioritize, organize, and accomplish your work.
· Responsible for the Night team as immediate manager and ensure Night run is completed according Marriott compliances, standards and requirements.
JOB SPECIFIC TASKS
§ Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
§ Ensures compliance with all Front Office policies, standards and procedures.
§ Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
§ Acts as the Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
§ Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
§ Solicits associate feedback, utilizes an open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
§ Ensures associates are treated fairly and equitably.
§ Strives to improve service performance.
§ Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
§ Empowers associates to provide excellent customer service.
§ Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
§ Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
§ Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
§ Ensures recognition of associates is taking place across areas of responsibility.
§ Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
§ Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
§ Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
§ Administers the performance appraisal process for direct report supervisors.
§ Assists with Interviews and hires hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
§ Celebrates successes and publicly recognizes the contributions of team members.
§ Responds to and handles guest problems and complaints.
§ Observes service behaviors of associates and provides feedback to individuals and/or managers.
§ Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)
§ To ensure all Regional Health & Safety policy is adhered to, ensuring conformity and awareness at all times.
§ Managed department in line with all regional targets and initiatives relating to Front Office.
ASSIST MANAGEMENT
§ Ensure that hourly employees/ Supervisors are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
§ Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
§ Coordinate tasks and work with other departments to ensure that the department runs efficiently.
§ Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
§ Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
§ Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
§ Be fully aware on company core values, job roles, responsibilities, and technical and service aspects of the job.
§ Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
§ Assist management in preparing and conducting performance reviews of hourly employees.
§ Assist management in counseling hourly/ Supervisory employees on work related concerns and issues to ensure satisfaction and productivity.
§ Assist management in preparing work schedules of hourly employees.
§ Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
§ Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
§ Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
§ Coordinate tasks and work with other departments to ensure that the department runs efficiently.
§ Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
§ Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
§ Assist management in preparing payroll of hourly employees (e.g., ensure accuracy, adjustments, and distribution).
§ Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores
QUALITY ASSURANCE/ QUALITY IMPROVEMENT
§ Comply with quality assurance expectations and standards.
§ Monitor the performance of hourly Associates/ Supervisors to ensure adherence to quality expectations and standards.
POLICIES AND PROCEDURES
§ Protect the privacy and security of guests and coworkers.
§ Maintain confidentiality of proprietary materials and information.
§ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
§ Follow company and department policies and procedures.
§ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
CANDIDATE PROFILE
Education and Experience
§ 4years 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; 2 years experience in the guest services, front desk, or related professional area.
Skills and Knowledge
* Job Specific Computer Skills- Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).
* Oral Comprehension- The ability to listen to and understand information and ideas presented through spoken words and sentences.
* Customer and Personal Service- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
* Operating Procedures- Knowledge of Standard and Local Operating Procedures (SOPs and LSOPs) that apply to job.
* Reading Comprehension- Understanding written sentences and paragraphs in work related documents.
* Writing- Communicating effectively in writing as appropriate for the needs of the audience.
* Basic Computer Skills- Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
* Number Facility- The ability to add, subtract, multiply, or divide quickly and correctly.
* Mathematics- Using mathematics to solve problems.
* Originality- The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
Management Competencies
§ Adaptability -Ability to effectively adjust to major changes in work tasks or the work environment.
§ Applied Business Knowledge -Understands market dynamics, enterprise level objectives, financial metrics, and important aspects of Marriott's business; skilled at using business knowledge to anticipate opportunities and risks.
§ Building a Successful Team- Skilled at building a cohesive team and facilitating goal accomplishment.
§ Building Strategic Working Relationships- Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals.
§ Building Trust- Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.
§ Communication- Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
§ Coaching-coach both supervisors and hourly associates on work related concerns and issues to ensure satisfaction and productivity enlisting the support of management as needed. Listen to hourly associates' suggestions for improving how work is done and guests are served. Gain management support as needed to act upon suggestions.
§ High Work Standards- Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
§ Leading through Vision and Values- Keeps Marriott's values and business strategy at the forefront of decision making and actions.
§ Planning and Organizing- Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
§ Strategic Decision Making- Ability to gather and organize information relevant to a long-range goal or vision, develop alternative strategies, and execute a course of action to carry out strategy.
OTHER
§ Performs other related tasks as assigned by management.
§ Complies with Marriott International Hotels Limited Regional Office policies and procedures.
§ Working hours as required to do your job but normally not less than 40 hours per week.
The above duties and responsibilities can encompass or define all tasks required by the associate. The outlined duties and responsibilities may thereof, vary from time to time without materially hanging the character or level of responsibility, these factors is reflected in the grade.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Job: Guest Services/Front Desk
Organization: Marriott Hotels Resorts