Marriott Front Desk Manager in Dallas, Texas
Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.
We share our guests passions, providing insider access to what s new and what s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox.Retox.Repeat. If you re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.
Assists the Front OfficeManager in administering front office functions and supervising staff on adaily basis. Front office areas include Bell/Door Staff, Switchboard and GuestServices/Front Desk. Position directs and works with managers and employees tocarry out procedures ensuring an efficient check in and check out process.Ensures guest and employee satisfaction and maximizes the financial performanceof the department.
Education and Experience
High school diploma orGED; 2 years of experience in the guest services, front desk, or relatedprofessional area.
2-year degree from anaccredited university in Hotel and Restaurant Management, Hospitality, BusinessAdministration, or related major; no work experience required.
CORE WORK ACTIVITIES
Maintaining GuestServices and Front Desk Goals
Manages day-to-dayoperations, ensuring the quality, standards and meeting the expectations of thecustomers on a daily basis.
Develops specificgoals and plans to prioritize, organize, and accomplish your work.
Handles complaints,settling disputes, and resolving grievances and conflicts, or otherwisenegotiating with others.
Supervises staffinglevels to ensure that guest service, operational needs and financial objectivesare met.
Ensures that regularon-going communication is happening with employees to create awareness ofbusiness objectives and communicate expectations, recognizes performance, andproduces desired results.
Understands the impactof department s operations on the overall property financial goals andobjectives and manages to achieve or exceed goals.
Supporting Management ofFront Desk Team
Utilizes interpersonaland communication skills to lead, influence, and encourage others; advocatessound financial/business decision making; demonstrates honesty/integrity; leadsby example.
Encourages andbuilding mutual trust, respect, and cooperation among team members.
Serving as a rolemodel to demonstrate appropriate behaviors.
Supervises and managesemployees. Manages all day-to-day operations. Understands employee positionswell enough to perform duties in employees' absence.
Establishes andmaintains open, collaborative relationships with employees and ensuresemployees do the same within the team.
Supervises all areasof the Front Office in the absence of the Front Office or Assistant FrontOffice Manager.
Ensuring ExceptionalCustomer Service
Provides services thatare above and beyond for customer satisfaction and retention.
Improves service bycommunicating and assisting individuals to understand guest needs, providingguidance, feedback, and individual coaching when needed.
Responds to andhandles guest problems and complaints.
Sets a positiveexample for guest relations.
Empowers employees toprovide excellent customer service.
Observes servicebehaviors of employees and provides feedback to individuals.
Interacts withcustomers to obtain feedback on quality of product, service levels and overallsatisfaction.
Ensures employeesunderstand customer service expectations and parameters.
Interacts with gueststo obtain feedback on product quality and service levels.
Emphasizes guestsatisfaction during all departmental meetings and focuses on continuousimprovement.
Managing Projects andPolicies
Implements thecustomer recognition/service program, communicating and ensuring the process.
Trains staff andmonitors adherence to all credit policies and procedures to reduce bad debtsand rebates.
Supervises same dayselling procedures to maximize room revenue and control property occupancy.
Supervises daily FrontDesk shift operations and ensures compliance with all policies, standards andprocedures.
Ensures propertypolicies are administered fairly and consistently, disciplinary procedures anddocumentation are completed according to Standard and Local OperatingProcedures (SOPs and LSOPs) and support the Peer Review Process.
Supporting HumanResource Activities
Supports thedevelopmental needs of others and coaching, mentoring, or otherwise helpingothers to improve their knowledge or skills.
Solicits employeefeedback, utilizes an open door policy and reviews employee satisfactionresults to identify and address employee problems or concerns.
Brings issuesconcerning employee satisfaction to the attention of the department manager andHuman Resources.
Assists as needed inthe interviewing and hiring of employee team members with the appropriateskills.
Supports adepartmental orientation program for employees to receive the appropriate newhire training to successfully perform their job.
Participates inemployee progressive discipline procedures.
Provides informationto supervisors, co-workers, and subordinates by telephone, in written form,e-mail, or in person.
Analyzes informationand evaluating results to choose the best solution and solve problems.
Informs and/or updatesthe executives, the peers and the subordinates on relevant information in atimely manner.
Performs all duties atthe Front Desk as necessary.
Runs Front Desk shiftswhenever necessary.
Participates indepartmental meetings and continually communicates a clear and consistentmessage regarding the Front Desk goals to produce desired results.
Marriott International is an equal opportunity employer committedto hiring a diverse workforce and sustaining an inclusive culture. MarriottInternational does not discriminate on the basis of disability, veteran statusor any other basis protected under federal, state or local laws.
Job: Rooms and Guest Services Operations
Organization: W Hotels
Requisition ID: 17001B1S