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Front Office Manager

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Marriott International

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Hospitality & Retail
    People, HR & Administration
  • Dubai

AI generated summary

  • You need a high school diploma with 4 years of experience, or a 2-year degree in a related field with 2 years of experience in guest services or front desk roles.
  • You will lead front office operations, manage staff, ensure guest satisfaction, oversee budgets, provide coaching, handle complaints, and drive team performance to achieve financial goals.

Requirements

  • High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
  • OR
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.

Responsibilities

  • Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
  • 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.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Supervises and manages employees. Manages all day-to-day operations. Understands 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.
  • Ensures recognition of employees is taking place across areas of responsibility.
  • Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
  • Celebrates successes and publicly recognizes the contributions of team members.
  • Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
  • 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.
  • Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
  • Manages department controllable expenses to achieve or exceed budgeted goals.
  • Ensures compliance with all Front Office policies, standards and procedures.
  • 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.
  • 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.
  • Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
  • Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
  • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
  • Strives to improve service performance.
  • Empowers employees to provide excellent customer service.
  • Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
  • Responds to and handles guest problems and complaints.
  • Observes service behaviors of employees and provides feedback to individuals and/or managers.
  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Establishes challenging, realistic and obtainable goals to guide operation and performance.
  • Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
  • Ensures employees are treated fairly and equitably.
  • Manages employee progressive discipline procedures for Front Office Staff.
  • Administers the performance appraisal process for direct report managers.
  • Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
  • 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.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

FAQs

What is the job title for this position?

The job title is Front Office Manager.

Where is the job located?

The job is located at JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Business Bay, Dubai, United Arab Emirates.

What is the schedule for this position?

The schedule for this position is full-time.

What are the primary responsibilities of the Front Office Manager?

The primary responsibilities include overseeing all front office functions and staff, managing guest arrival and departure procedures, and striving to improve guest and employee satisfaction while maximizing financial performance.

What education and experience are required for this role?

Candidates must have a high school diploma or GED with 4 years of experience in guest services, or a 2-year degree in a related field with 2 years of experience in guest services.

What key activities will the Front Office Manager be expected to perform?

Key activities include leading the guest services team, maintaining guest services and front desk goals, managing projects and policies, ensuring exceptional customer service, and conducting human resource activities.

How does the Front Office Manager promote employee satisfaction?

The Front Office Manager promotes employee satisfaction by establishing open communication, recognizing employee contributions, and addressing employee concerns through feedback and performance management.

Will the Front Office Manager interact with guests?

Yes, the Front Office Manager will interact with guests to ensure exceptional customer service, handle complaints, and improve service performance.

What types of employee activities will the Front Office Manager oversee?

The Manager will oversee employee training, performance evaluations, disciplinary procedures, and the hiring of new team members.

Is there a specific guest service standard the Manager needs to follow?

Yes, the Front Office Manager must ensure compliance with all Front Office policies, standards, and procedures to meet guest service expectations.

What company culture does Marriott International promote?

Marriott International promotes a diverse and inclusive culture, committed to non-discrimination and sustaining a people-first approach.

What benefits are offered to associates at JW Marriott?

JW Marriott offers opportunities for training, development, and recognition, along with a focus on holistic well-being and a supportive work environment.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.