This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.
Salary range $62,431 - $71,760 + BONUS
Relocation Available - Yes
Education and Experience
- High school diploma, GED or equivalent degree
- 2 years of progressive experience in a hotel Front Office operation
- 2 years of management experience in a full-service hotel or resort
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.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Job Type: Full-time
Pay: $62,431.00 - $71,760.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Relocation assistance
- Tuition reimbursement
- Vision insurance
Schedule:
- Holidays
- Monday to Friday
- Weekends as needed
Work setting:
- In-person
- Resort
Application Question(s):
- Do you have previous or current experience in Hawaii? (Please explain. Do not leave blank)
Experience:
- Front desk: 2 years (Required)
- Hospitality management: 2 years (Required)
Ability to Relocate:
- Lahaina, HI 96761: Relocate before starting work (Required)
Work Location: In person