Assistant Front Office Manager

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


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.





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.








Education and Experience


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




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








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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