Front Desk Manager - Marriott : Job Details

Additional Information Relocation Assistance Available, Sheraton Birmingham Hotel Job Number 25124691 Job Category Rooms & Guest Services Operations Location Sheraton Birmingham Hotel, 2101 Richard Arrington Jr Blvd N, Birmingham, Alabama, United States, 35203VIEW ON MAP (Birmingham Hotel, 2101 Richard Arrington Jr Blvd N, Birmingham, Alabama, United States, 35203) Schedule Full Time Located Remotely? N Position Type Management JOB SUMMARY Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. CANDIDATE PROFILE Education and Experience u2022 High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. OR u2022 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 u2022 Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. u2022 Develops specific goals and plans to prioritize, organize, and accomplish your work. u2022 Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. u2022 Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. u2022 Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. u2022 Understands the impact of departmentu2019s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. Supporting Management of Front Desk Team u2022 Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. u2022 Encourages and building mutual trust, respect, and cooperation among team members. u2022 Serving as a role model to demonstrate appropriate behaviors. u2022 Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. u2022 Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. u2022 Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager. Ensuring Exceptional Customer Service u2022 Provides services that are above and beyond for customer satisfaction and retention. u2022 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. u2022 Responds to and handles guest problems and complaints. u2022 Sets a positive example for guest relations. u2022 Empowers employees to provide excellent customer service. u2022 Observes service behaviors of employees and provides feedback to individuals. u2022 Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. u2022 Ensures employees understand customer service expectations and parameters. u2022 Interacts with guests to obtain feedback on product quality and service levels. u2022 Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Managing Projects and Policies u2022 Implements the customer recognition/service program, communicating and ensuring the process. u2022 Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. u2022 Supervises same day selling procedures to maximize room revenue and control property occupancy. u2022 Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. u2022 Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. Supporting Human Resource Activities u2022 Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. u2022 Solicits employee feedback, utilizes an u201copen dooru201d policy and reviews employee satisfaction results to identify and address employee problems or concerns. u2022 Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources. u2022 Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. u2022 Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job. u2022 Participates in employee progressive discipline procedures. Additional Responsibilities u2022 Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. u2022 Analyzes information and evaluating results to choose the best solution and solve problems. u2022 Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. u2022 Performs all duties at the Front Desk as necessary. u2022 Runs Front Desk shifts whenever necessary. u2022 Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. The salary range for this position is $52,050 to $66,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law. _At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._ When you join the Sheraton family, you become a member of its global community. Weu2019ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If youu2019re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be u2018The Worldu2019s Gathering Placeu2019. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,u200b begin your purpose, belong to an amazing globalu200b team, and become the best version of you.