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Assistant Front Desk Manager

2 months ago

Toronto, Ontario, Canada W Hotels Full time
Job Title: Front Office Manager Job Summary: We are seeking a Front Office Manager to lead and assist with the successful completion of daily shift requirements, ensuring guest and employee satisfaction, and achieving operating budget. Job Description: Key Responsibilities: • Lead and assist with the successful completion of daily shift requirements • Ensure guest and employee satisfaction • Achieve operating budget • Support all day-to-day operations • Understand employee positions well enough to perform duties in employees' absence • Coach, counsel, and encourage employees • Handle employee questions and concerns • Support all areas of the Front Office in the absence of the Front Office or Front Desk Manager • Guide daily Front Desk shift operations • Communicate performance expectations to employees in accordance with job descriptions for each position Monitoring and Supporting Progress: • Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis • Develop specific goals and plans to prioritize, organize, and accomplish your work • Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others • Participate in department meetings and continually communicate a clear and consistent message regarding the Front Desk goals to produce desired results • Strive to improve service performance • Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met • Train staff on adherence to all credit policies and procedures to reduce bad debts and rebates • Supervise same day selling procedures to maximize room revenue and property occupancy • Understand the impact of Front Desk operations on the overall property financial goals and objectives Ensuring Exceptional Customer Service: • Provide services that are above and beyond for customer satisfaction and retention • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed • Set a positive example for guest relations • Empower employees to provide excellent customer service within guidelines • Handle guest problems and complaints seeking assistance from supervisor as necessary • Interact with guests to obtain feedback on product quality and service levels Managing Projects and Policies: • Implement the customer recognition/service program, communicating and ensuring the process • Assist in the review of comment cards and guest satisfaction results with employees • Ensure employees have the proper supplies and uniforms • Assist in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution Supporting Handling of Human Resource Activities: • Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills • Provide guidance and direction to subordinates, including setting performance standards and monitoring performance • Provide feedback to individuals based on observation of service behaviors • Participate in an ongoing employee recognition program • Conduct training when appropriate • Participate in the employee performance appraisal process Additional Responsibilities: • Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person • Analyze information and evaluate results to choose the best solution and solve problems • Inform and/or update the executives, the peers, and the subordinates on relevant information in a timely manner • Perform all duties at the Front Desk as necessary • Understand the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations • Comply with loss prevention policies and procedures Salary Range: $60,000 to $78,000 annually About the Company: 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.