Assistant Front Office Manager

4 settimane fa

Milano, Lombardia, Italia Marriott International A tempo pieno

Job Summary

The Front Office Manager Assistant is responsible for assisting the Front Office Manager in administering front office functions and supervising staff on a daily basis. This includes directing and working with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. The successful candidate will ensure guest and employee satisfaction and maximize the financial performance of the department.

Candidate Profile

Education and Experience

• High school diploma or equivalent; 2 years of experience in guest services, front desk, or a related field.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; no work experience required.

Core Work Activities

Supporting Management of Front Desk Team

• Utilize strong interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial and business decision-making; demonstrate honesty and integrity; lead by example.

• Encourage and build mutual trust, respect, and cooperation among team members.

• Supervise and manage employees, managing all day-to-day operations, and understanding employee positions well enough to perform duties in their absence.

• Ensure employee recognition is taking place on all shifts.

• Establish and maintain open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manage day-to-day operations, ensuring the quality, standards, and meeting the expectations of customers on a daily basis.

• Develop specific goals and plans to prioritize, organize, and accomplish work.

• Handle complaints, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others.

• Strive to improve service performance.

• Collaborate with the Front Office Manager on ways to continually improve departmental service.

• Communicate a clear and consistent message regarding the Front Office goals to produce desired results.

• Participate in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.

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.

• Serve as a role model to demonstrate appropriate behaviors.

• Set a positive example for guest relations.

• Display outstanding hospitality skills.

• Empower employees to provide excellent customer service.

• Interact with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.

• Provide feedback to employees based on observation of service behaviors.

• Handle guest problems and complaints effectively.

• 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.

• Ensure compliance with all Front Office policies, standards, and procedures.

• Monitor adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

• Provide information to supervisors and co-workers by telephone, in written form, e-mail, 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.

• Function in place of the Front Office Manager in their absence.

• Communicate critical information from pre- and post-convention meetings to the Front Office staff.

• Participate in department meetings.

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.

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