Courtyard by Marriott Front Desk Manager

From comfortably casual to lavishly appointed, AHC Hospitality represents a diverse array of hotels, restaurants, and resorts. Our team members provide exceptional experiences that delight our guests at every touchpoint. Whether hosting a meeting for several hundred, serving a table for two, or creating a beautiful space for our guests to enjoy, AHC Hospitality is full of opportunities for our guests, as well as our associates. We invest in supporting your growth and are a company who sees your success as our success. Choose a property that fits your personality: the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, Courtyard by Marriott Downtown – and start your unstoppable career here.

This is a full-time position with varied hours between shifts. Weekend availability required.  This position is eligible for full benefits (medical, dental & vision), 401K, paid vacation, discounted downtown parking, free employee meals, hotel and restaurant discounts and more. 

 

SUMMARY:

Oversees the staff and daily operations in the front office, housekeeping and Bistro. The Guest Care Manager must enforce and maintain the expectations of AHC and Marriott Corporate including following QA standards. They must also ensure that each member of the team is displaying teamwork and excellent guest service, in order for all guests to receive the highest hospitality.

 

ESSENTIAL FUNCTIONS:

- Orientates and trains associates per Courtyard By Marriott Guidelines for Operations
- Interprets company policies and provides a safe working environment
- Follow and Maintain QA specs as well as enforces with staff
- Assists in writing reviews for the front office and bistro teams.
- Conduct write-ups and enforce department policies with staff
- Inspects airlock and motor lobby to ensure area is always neat and clean
- Ensure all daily task sheets are up to date and accurate
- Monitor labor costs for front office and bistro staff's
- Ensuring the quality and level of service that the General Manager and guests expect is excellent and follows our company standards and policies.
- Use other AHC hotels and staff as resources
- Must be or become TIPS certified
- Must be or become CTA certified

Overnight and Daily MOD shifts for the hotel
- Ensure the MOD report is up to date and accurate with the appropriate information
- Ensure the MOD handbook and guidelines is up to date and accurate with the appropriate information
- Ensure that Marriott GuestVoice comments are replied to in an appropriate and timely manner.
- Ensure Marriott Customer Care comments are replied to in an appropriate and timely manner.
- Ensure any area that is visible to the guest, is clean, tidy and up to Marriott standards
- Ensure you are available to your staff at all times, even while having time off of work.
- Ensure you are responding to guest and staff emails in a timely and appropriate manner.
- Actively work with FOSSE and the Marriott Property Management system
- Actively work with MICROS in the Bistro
- Complete market transactions
- Actively work with Experience GR and other venues in the downtown area, as the Guest Care Manager is the primary concierge contact for these venues and companies
- Answering Emails and checking voicemail
- Completing PO's at the time of order and submitting through birch street
- Attending Department Meetings, Manager Meetings and AHC meetings
- Communicating departmental changes to your staff.
- Ensure the daily list of downtown events is distributed to the bistro, and front office staffs
- All daily reports must be filed each day and at the end of each month
- Completion of weekly schedules
- If there is an on call shift, ensure they have been properly communicated to, as to whether they should come to work
- Enforce our hotel green policies
- Checking your executive office mailbox
- Ensuring the trash/recyclables are taken care of for valet parking airlock area
- BEO/Resume book needs to be cleared/updated weekly
- Following Marriott QA standards
- Checking staff out and ensuring all of their daily tasks are completed, before they can leave for their scheduled shift
- Check BEO's for updates and changes
- Any other additional responsibilities that may be asked by General Manager

REQUIRED SKILLS:

- Must have previous guest service experience. Preferably two year minimum front of house hotel experience
- Must be able to run/walk and stand for upwards of 10 + hours.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Re