Front Desk Manager

2 weeks ago


Dubai, Dubai, United Arab Emirates MARRIOTT International Full time

Supporting Management of FrontDesk Team

  • Utilizes interpersonal andcommunication skills to lead, influence, and encourage others;advocates sound financial/business decision making; demonstrateshonesty/integrity; leads by example.
  • Encouragesand building mutual trust, respect, and cooperation among teammembers.
  • Serving as a role model to demonstrateappropriate behaviors.
  • Supervises and managesemployees. Manages all day-to-day operations. Understands employeepositions well enough to perform duties in employees'absence.
  • Establishes and maintains open,collaborative relationships with employees and ensures employees dothe same within the team.
  • Supervises all areasof the Front Office in the absence of the Front Office or AssistantFront Office Manager.

Ensuring ExceptionalCustomer Service

  • Provides services that are above andbeyond for customer satisfaction andretention.
  • Improves service by communicatingand assisting individuals to understand guest needs, providingguidance, feedback, and individual coaching whenneeded.
  • Responds to and handles guest problemsand complaints.
  • Sets a positive example forguest relations.
  • Empowers employees to provideexcellent customer service.
  • Observes servicebehaviors of employees and provides feedback toindividuals.
  • Interacts with customers to obtainfeedback on quality of product, service levels and overallsatisfaction.
  • Ensures employees understandcustomer service expectations andparameters.
  • Interacts with guests to obtainfeedback on product quality and servicelevels.
  • Emphasizes guest satisfaction duringall departmental meetings and focuses on continuousimprovement.

Managing Projects andPolicies

  • Implements the customerrecognition/service program, communicating and ensuring theprocess.
  • Trains staff and monitors adherence toall credit policies and procedures to reduce bad debts andrebates.
  • Supervises same day selling proceduresto maximize room revenue and control propertyoccupancy.
  • Supervises daily Front Desk shiftoperations and ensures compliance with all policies, standards andprocedures.
  • Ensures property policies areadministered fairly and consistently, disciplinary procedures anddocumentation are completed according to Standard and LocalOperating Procedures (SOPs and LSOPs) and support the Peer ReviewProcess.

Supporting HumanResource Activities

  • Supports the developmental needs ofothers and coaching, mentoring, or otherwise helping others toimprove their knowledge or skills.
  • Solicitsemployee feedback, utilizes an "open door"policy and reviews employee satisfaction results to identify andaddress employee problems or concerns.
  • Bringsissues concerning employee satisfaction to the attention of thedepartment manager and Human Resources.
  • Assistsas needed in the interviewing and hiring of employee team memberswith the appropriate skills.
  • Supports adepartmental orientation program for employees to receive theappropriate new hire training to successfully perform theirjob.
  • Participates in employee progressivediscipline procedures.

AdditionalResponsibilities

  • Provides information to supervisors,co-workers, and subordinates by telephone, in written form, e-mail,or in person.
  • Analyzes information andevaluating results to choose the best solution and solveproblems.
  • Informs and/or updates theexecutives, the peers and the subordinates on relevant informationin a timely manner.
  • Performs all duties at theFront Desk as necessary.
  • Runs Front Desk shiftswhenever necessary.
  • Participates indepartmental meetings and continually communicates a clear andconsistent message regarding the Front Desk goals to producedesired results.

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