Front Desk Manager

2 weeks ago

AlJumayliyah, Qatar MARRIOTT International Full time
CORE WORK ACTIVITIES Maintaining GuestServices and Front Desk Goals

  • Manages day-to-dayoperations, ensuring the quality, standards and meeting theexpectations of the customers on a daily basis.
  • Developsspecific goals and plans to prioritize, organize, and accomplishyour work.
  • Handles complaints, settling disputes, andresolving grievances and conflicts, or otherwise negotiating withothers.
  • Supervises staffing levels to ensure that guestservice, operational needs and financial objectives are met.
  • Ensures that regular on-going communication is happeningwith employees to create awareness of business objectives andcommunicate expectations, recognizes performance, and producesdesired results.
  • Understands the impact ofdepartment's operations on the overall property financialgoals and objectives and manages to achieve or exceed goals.
Supporting Management of Front Desk Team

  • Utilizesinterpersonal and communication skills to lead, influence, andencourage others; advocates sound financial/business decisionmaking; demonstrates honesty/integrity; leads by example.
  • Encourages and building mutual trust, respect, andcooperation among team members.
  • Serving as a role modelto demonstrate appropriate behaviors.
  • Supervises andmanages employees. Manages all day-to-day operations. Understandsemployee positions well enough to perform duties inemployees' absence.
  • Establishes and maintainsopen, collaborative relationships with employees and ensuresemployees do the same within the team.
  • Supervises allareas of the Front Office in the absence of the Front Office orAssistant Front Office Manager. Ensuring Exceptional CustomerService
  • Provides services that are above and beyond forcustomer satisfaction and retention.
  • Improves service bycommunicating and assisting individuals to understand guest needs,providing guidance, feedback, and individual coaching when needed.
  • Responds to and handles guest problems and complaints.
  • Sets a positive example for guest relations.
  • Empowers employees to provide excellent customer service.
  • Observes service behaviors of employees and providesfeedback to individuals.
  • Interacts with customers toobtain feedback on quality of product, service levels and overallsatisfaction.
  • Ensures employees understand customerservice expectations and parameters.
  • Interacts withguests to obtain feedback on product quality and service levels.
  • Emphasizes guest satisfaction during all departmentalmeetings and focuses on continuous improvement. Managing Projectsand Policies
  • Implements the customer recognition/serviceprogram, communicating and ensuring the process.
  • Trainsstaff and monitors adherence to all credit policies and proceduresto reduce bad debts and rebates.
  • Supervises same dayselling procedures to maximize room revenue and control propertyoccupancy.
  • Supervises daily Front Desk shift operationsand ensures compliance with all policies, standards and procedures.
  • Ensures property policies are administered fairly andconsistently, disciplinary procedures and documentation arecompleted according to Standard and Local Operating Procedures(SOPs and LSOPs) and support the Peer Review Process. SupportingHuman Resource Activities
  • Supports the developmentalneeds of others and coaching, mentoring, or otherwise helpingothers to improve their knowledge or skills.
  • Solicitsemployee feedback, utilizes an "open door"policy and reviews employee satisfaction results to identify andaddress employee problems or concerns.
  • Brings issuesconcerning employee satisfaction to the attention of the departmentmanager and Human Resources.
  • Assists as needed in theinterviewing and hiring of employee team members with theappropriate skills.
  • Supports a departmental orientationprogram for employees to receive the appropriate new hire trainingto successfully perform their job.
  • Participates inemployee progressive discipline procedures. AdditionalResponsibilities
  • Provides information to supervisors,co-workers, and subordinates by telephone, in written form, e-mail,or in person.
  • Analyzes information and evaluatingresults to choose the best solution and solve problems.
  • Informs and/or updates the executives, the peers and thesubordinates on relevant information in a timely manner.
  • Performs all duties at the Front Desk as necessary.
  • RunsFront Desk shifts whenever necessary.
  • Participates indepartmental meetings and continually communicates a clear andconsistent message regarding the Front Desk goals to producedesired results. Marriott International is an equal opportunityemployer. We believe in hiring a diverse workforce and sustainingan inclusive, people-first culture. We are committed tonon-discrimination on any protected basis, such as disability andveteran status, or any other basis covered under applicable law. AtElement, we believe that travelers deserve more than a place tostay. They need a place to thrive, where they can start every dayfeeling fresh, focused, and alive. Whether they'restopping by for a few days or settling in for a few weeks, timeaway from home shouldn't mean time away from life. Ourtravelers recognize and appreciate our approachable,multidimensional staff, who are energized by helping guests findtheir balance at Element. We help our guests live life away as theydo at home, no matter how long they stay, with an eco-mindedphilosophy and a passion for well-being. If you're anactive optimist who doesn't second guess connecting withlike-minded guests and creating a warm, comforting space foryourself and those around you, we invite you to explore careeropportunities with Element. In joining Element, you join aportfolio of brands with Marriott International. Be where you cando your best work,​ begin your purpose, belong to an amazingglobal​ team, and become the best version ofyou

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