Front Desk Manager

Salary range $62,431 - $71,760 w/bonus

Relocation Assistance - Yes

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

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  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

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  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

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  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

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  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

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  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

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  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.