Front Office Manager

Salary range: $72,000 - $80,000

JOB SUMMARY

Oversee the daily operation of the Guest Services and Bell/Valet Departments.   Responsible for the leadership, training and daily supervision of the above listed positions. Responsible for property revenue management tactics in partnership with Team Headquarters, revenue management.  Address Guest complaints and inquiries; Direct liaison with Housekeeping, Maintenance and the Food & Beverage departments on daily and forecasted occupancy levels and all guest matters.  Prepare monthly forecast and variance report with General Manager oversight.

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

CANDIDATE PROFILE

Education and Experience 

• Bachelor’s Degree and/or equivalent work experience.
• 5 or more years of experience in hospitality management/supervisory level with specific skills to develop, monitor and evaluate employee goals, objectives, performance and to make recommendations when necessary. Excellent communication skills both written and oral. Computer experience and knowledge of MS word, Excel and Outlook. Opera experience a plus.  ** Bilingual Japanese/English speaking preferred.

CORE WORK ACTIVITIES 

• Manage and supervise a combination of the following departments; Guest Services,Bell/Valet, and Butlers.  This includes a daily review of room availability to maximize revenue and occupancy for the resort program.
• Monitor and maintain property management system, inventory and operation.
• Edit and prepare MASSPAY tips for the department.
• Manage and approve timesheets for payroll.
• Ensure adherence to property and company policies and procedures.
• Manage, supervise and direct all weekly and EOM reporting requirements of the Night Audit and Guest Service department.
• Develop long term Guest Service goals with an ongoing training/coaching plan including but not limited to the continuance of monthly meetings held with guest service agents and Guest Services Supervisor as well the company wide guest service culture training.
• Schedule and plan the work assignments for the department and supervise the staff.
• Responsible for creating weekly work schedules while adhering to budgeted labor expenses.
• Ensure City Ledger billing is accurate and current.  All outstanding billings on the C/L register should be in “Current or 1-30 days” if possible. Lead by example and management by walking around.
• Ensure that all Guest Service Agents follow established guidelines including cash handling, key control and any Sarbanes Oxley guidelines that have been established by operations at Team Headquarters.
• Work hand in hand with the Housekeeping / Maintenance Departments to minimize deficiencies and ensure the properties’ compliance with all permanent Aqua Aston Hospitality Brand and Forbes Travel Guide 5 Star Standards.
• Continual improvement of guest offerings, services and the organization of such systems
• Immediate follow up on all guest challenges.
• Drive effective communication across all departments to ensure consistency, cohesiveness and understanding of objectives and priorities.
• Other tasks, projects and duties when needed, as assigned by the Hotel Manager and General Manager.

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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.