Assistant Front Desk Manager

4 days ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Additional Information (Arabic Speaker Preferred)

Job Number: 24034854

Job Category: Rooms & Guest Services Operations

Location: Marriott Marquis City Center Doha Hotel, Omar Al Mukhtar Street, Area 61, Al Dafna, Street #850, Doha, Qatar

Schedule: Full-Time

Located Remotely? N

Relocation? N

Position Type: Non-Management

Position Summary

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

Supporting Management of Front Desk Team
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Supports all day-to-day operations.
  • Understands employee positions well enough to perform duties in employees' absence.
  • Coaches, counsels and encourages employees.
  • Handles employee questions and concerns.
  • Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
  • Guides daily Front Desk shift operations.
  • Communicates performance expectations to employees in accordance with job descriptions for each position.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
  • Manages day-to-day operations, ensuring quality standards and meeting customer expectations.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Handles complaints, settling disputes, and resolving grievances and conflicts.
  • Participates in department meetings and communicates a clear and consistent message regarding Front Desk goals.
  • Strives to improve service performance.
  • Supervises staffing levels to ensure guest service, operational needs, and financial objectives are met.
  • Trains staff on adherence to all credit policies and procedures.
  • Supervises same day selling procedures to maximize room revenue and occupancy.
  • Understands the impact of Front Desk operations on overall property financial goals.
Ensuring Exceptional Customer Service
  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by assisting individuals to understand guest needs, providing guidance and feedback.
  • Sets a positive example for guest relations.
  • Empowers employees to provide excellent customer service within guidelines.
  • Handles guest problems and complaints seeking assistance from supervisor as necessary.
  • Interacts with guests to obtain feedback on product quality and service levels.
Managing Projects and Policies
  • Implements the customer recognition/service program.
  • Assists in the review of comment cards and guest satisfaction results.
  • Ensures employees have the proper supplies and uniforms.
  • Assists in the use of a guest information tracking system.
Supporting Handling of Human Resource Activities
  • Identifies the developmental needs of others and coaches, mentors, or helps others improve.
  • Provides guidance and direction to subordinates.
  • Provides feedback based on observation of service behaviors.
  • Participates in an ongoing employee recognition program.
  • Conducts training when appropriate.
  • Participates in the employee performance appraisal process.
Additional Responsibilities
  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyzes information and evaluates results to choose the best solution.
  • Informs and updates the executives, peers, and subordinates on relevant information.
  • Performs all duties at the Front Desk as necessary.
  • Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
  • Complies with loss prevention policies and procedures.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive 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.

Marriott Hotels strive to elevate the art of hospitality, innovating while keeping comfort at the forefront. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt service. With the name synonymous with hospitality, we are proud to welcome you to explore a career with Marriott Hotels.

In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 properties worldwide. JW believes our associates come first. Because if you're happy, our guests will be happy.

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