Assistant Front Office Manager

at Marriott International
Location Dubai, United Arab Emirates
Date Posted August 10, 2021
Category Other
Job Type Full-time

Description

Assistant Front Office Manager

Job Description

Job Number 21085839

Job Category Rooms & Guest Services Operations

Location Courtyard Dubai Green Community, Green Community, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

Brand Courtyard by Marriott

Schedule Full-Time

Relocation? N

Position Type Management

Located Remotely? N

 

With more than 330 managed locations in more than 20 countries Courtyard by Marriott offers a refreshing environment that helps guests stay connected and balanced. Working at Courtyard, you'll ensure guests have a smooth, productive stay that meets their personal and business needs. Find Your World™ at Courtyard by Marriott.

JOB 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.

 

 

 

CANDIDATE PROFILE

 

 

 

Education and Experience

 

  • High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

 

OR

 

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

 

 

 

CORE WORK ACTIVITIES

 

 

 

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 building 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 the quality, standards and meeting the expectations of the customers on a daily basis.

 

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

 

  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

 

  • Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

 

  • Strives to improve service performance.

 

  • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

 

  • Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

 

  • Supervises same day selling procedures to maximize room revenue and property occupancy.

 

  • Understands the impact of Front Desk operations on the overall property financial goals and objectives.

 

 

 

Ensuring Exceptional Customer Service

 

  • Provides services that are above and beyond for customer satisfaction and retention.

 

  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

 

  • 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

 

  • Implementing the customer recognition/service program, communicating and ensuring the process.

 

  • Assists in the review of comment cards and guest satisfaction results with employees.

 

  • Ensures employees have the proper supplies and uniforms.

 

  • Assists 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

 

  • Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

 

  • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

 

  • Provides feedback to individuals 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 evaluating results to choose the best solution and solve problems.

 

  • Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

 

  • 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, 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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