Marriot Jobs – Assistant Director of Front Office

Job Description:

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.

Job Responsibilities:

• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Administers the performance appraisal process for direct report managers.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provides services that are above and beyond for customer satisfaction and retention.
• Serves as a role model to demonstrate appropriate behaviors.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Ensures compliance with all Front Office policies, standards and procedures.
• Ensures recognition of employees is taking place across areas of responsibility.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• 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.
• 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.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees” absence.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Manages employee progressive discipline procedures for Front Office Staff.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Ensures employees are treated fairly and equitably.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees” absence.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Job Requirements:

• 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.

Job Details:

Company: Marriott

Vacancy Type: Full Time

Job Location: Lahaina, HI, US

Application Deadline: N/A

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