Front Desk Manager/Transportation Manager - Franchised

Additional Information: This hotel is owned and operated by an independent franchisee, Marriott Vacations Worldwide. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International, Inc.


Job Description
 

**CDL license required**

Relocation Assistance Available.

This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

JOB SUMMARY

     

Assists the 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

Maintaining 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 levels to ensure that guest service, operational needs and financial objectives are met.

Ensures that 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 department's 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 building mutual trust, respect, and cooperation among team members.                

Serving 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.

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.                

 

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.                

Sets a positive example for guest relations.  

Empowers employees to provide excellent customer service.  

Observes service behaviors of employees and provides feedback to individuals.

Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.  

Ensures employees understand customer service expectations and parameters.

Interacts with guests to obtain feedback on product quality and service levels.  

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.                

 

Managing Projects and Policies        

Implements the customer recognition/service program, communicating and ensuring the process.

Trains staff and 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 shift operations and ensures compliance with all 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.                

 

Supporting Human Resource Activities          

Supports the developmen