Front Desk Manager

Salary Range: $72,500 - $80,000

Valid driver's license may be required with at least one year of clean driving history.

Relocation Assistance Available

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

• 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

• 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

• 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

• 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

• 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

• 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.

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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.