Front Desk Manager

Salary Range: $72,500 - $80,000

Valid driver's license may be required with at least one year of clean driving history.

Relocation Assistance Available.

Education and Experience 

• High school diploma, GED or equivalent degree; 2 years of progressive experience in a hotel Front Office operation. 

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 

Maintaining Guest Services and Front Desk Goals 

• Manages day-to-day operations, including group arrival, registration, VIP registration, and check-out. 

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

• Supervises staffing levels to verify that guest service, and operational needs are met. 

• Verifies that there is regular on-going communication with associates to create awareness of business objectives and expectations, recognizes performance, and produces desired results. 

Supporting Management of Front Desk Team 

• Provides coaching and written or verbal documentation of positive and or corrective feedback to Front Desk associates 

• Supervises and manages associates. Manages all day-to-day operations. Understands associate positions well enough to perform duties in associates' absence. 

• Communicates verbally and in writing, with all level of associates and guests that epitomizes the Marriott Vacations Worldwide Service Culture. 

• Maximizes productivity,  and identifies problem areas and implement solutions. 

Conducting Human Resources Activities 

• Uses all available on the job training tools to train new hires and provide follow-up training as necessary. 

• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same with them. 

• Schedule associates to business demands and for tracks associate time and attendance. 

• Ensures associates understand expectations and parameters. 

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy. 

• Observes service behaviors of associates and provides feedback to individuals. 

• Ensures associate recognition is taking place on all shifts.  

• Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns. 

• Participates in associate progressive discipline procedures. 

• Review associate satisfaction results. 

• Participates in interviewing and hiring of team members with the appropriate skills.  

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. 

• Responds to and handles guest problems and complaints, taking corrective action as necessary including pass down 

Managing Projects and Policies 

• Maintains Knowledge of and assists in all emergency procedures as required. 

• Follows and enforce all resort credit policies 

• Supervises daily Front Desk shift operations and monitors compliance with all policies, standards and procedures. 

• Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs). 

Supporting Human Resource Activities 

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

• Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns. 

• Brings issues concerning associate satisfaction to the attention of the department manager and Human Resources. 

• Monitors Daily performance of Front Desk staff. Supervision duties include hiring, training, scheduling, assigning daily tasks, evaluating performance and terminating. 

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. 

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