Complex Assistant Front Office Manager

1 day ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 23154478

**Job Category** Rooms & Guest Services Operations

**Location** Aloft Me'aisam Dubai, Dubai Production City, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

Assists the Complex 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.

**Core Work Activities**

**Monitoring and Supporting Progress toward Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervises staffing goals and plans to prioritize, organize and accomplish your work.
- Ensures the regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

**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
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.

**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Train Staff & monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and control property occupancy.
- Supervises daily Front Desk/Reservation shift operations and ensures compliances with all polices, standards and procedures.
- Ensure property polices are administered fairly & 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 Resources Activities**
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee’s feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the Interviewing and hiring employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
- Provides orientation for new associates and ensuring all information is entered into computer.
- Keeps associates informed regarding new operational procedures, standards, or programs.
- Assists supervisors in handling associate performance issues (e.g., performance reviews, counseling, and recommendations).
- Ensures all associates have complete knowledge of emergency procedures.
- Ensures constant communication takes place between associates, supervisors and management.
- Helps direct supervisors to achieve their own development goals.
- Encourages

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