Front Office Manager

Scope of Position

The Front Desk Manager is responsible to provide a superior level of personalized service by ensuring every need, request, and desire of our guests is fulfilled with the utmost care, professionalism, and dedication. The Front Desk Manager assists the Front Office Management in administering front office functions and supervising staff daily. Front Office areas include, Front Desk/Guest Services, At Your Service and Bell/Door staff. This position works with managers and associates to carry out procedures ensuring an efficient check in and check out process while instilling consistency of the JW Marriott Turnberry Miami standards as well as generating and promoting ideas to continue in elevating our service levels.

Position Requirements

• Minimum 2 years of progressive management experience in a luxury hotel preferred.
• Previous Guest Relations and Front Office experience in a hotel required.
• Possess outstanding guest services skills and leadership capability.
• Detail oriented with outstanding organizational and communication skills.
• Able to handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, clarifying, and responding to the concerns raised by guests and members.

Responsibilities

• Ensure efficient guest registration, check out and telephone service.
• Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment
• Observe Front Office staff and ensure that established procedures are completed in compliance in accordance with policy and procedure.
• Maintain a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient operations.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.
• Assist with additional Front Desk and At Your Service, Concierge and VIP Services tasks.
• Actively participates in daily briefings and meetings.
• Build rapport with VIPs, Marriott Bonvoy members, distinguished visitors; encourage feedback throughout their stay.
• Complete projects in a timely manner as required by the Assist Director of Rooms, Director of Rooms, Hotel Manager or General Manager.
• Be able to participate proficiently in functions outside ones department when called upon.
• Oversee and work effectively with 3rd party contracted service areas ensuring a seamless guest experience.
• Develop/Maximize knowledge of GXP Guest Experience Platform to track and follow up on all guest request and internal cross departmental needs.
• Provide follow-up to all recovery guests to ensure consistent guest satisfaction and ensure all opportunities are reflected in GXP (Guest Experience Platform).
• Communicate all missed opportunities with other departments as required.
• Assist with recruiting, interviewing, and hiring associates; conduct performance appraisals, coach, and counsel, perform progressive corrective action, motivate, develop, and train.
• Reviews staffing levels to ensure that guest service and operational needs are met.
• Maintain consistent and effective flow of communication between shifts among fellow managers and Associates.
• Actively participate in training and continuing education of Front Desk, At Your Service, Concierge and VIP Services staff.
• Works with Human Resources to ensure compliance with all local, state, and federal (OSHA, Health Department) regulations.
• Perform any other reasonable duties as required by management.

Education

• High School diploma or equivalent or GED; 4 years experience in guest services, front desk, housekeeping, or related professional area.

OR

• 2- or 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 4 years experience in guest services, front desk, housekeeping or related professional area.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
• Knowledge of OPERA and Guest Experience Platform systems is a plus.

Physical Requirements

• On a continuous basis, stand or walk for long periods of time.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.