Front Office Manager
Company: Stamford Marriott Hotel & Spa
Location: Stamford
Posted on: September 12, 2023
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Job Description:
The Front Office Manager is responsible for the entire Front
Office function and associates. Responsibility include Concierge
staff, Guest Service Agents, Night
Audit, Night Manager operation, Front Desk operation. As a leader,
directs and closely work with department leaders and associates to
successfully execute all Front Office operation, including
pre-arrival of guests, arrival, pre-departure, and departure
procedures. The Front Office Manager must continually improve guest
and associate satisfaction and maximize financial performance of
the department.
JOB RESPONSIBILITIES
-As Front Office Manager, you would be responsible for performing
the following tasks to the highest standards of Stamford Marriott
Hotel & Spa.
-Effective interpersonal and communication skills to lead, coach,
influence, and encourage associates to meet and perform as per
Marriott Standards.
-Supervise and lead associates. Manage day-to-day Front Office
operation. Understands associate work performance level well enough
and be ready to perform duties in the absence of Front Office
associates.
-Establish and maintain open, collaborative relationships with all
associates and ensure associates do the same with the team.
-Regularly communicates performance expectations in accordance with
the job description for each position and monitors progress.
-Respond to all guests' requests, and complaints immediately. Also,
effective handling of electronic media guest's comments.
-Maintain and monitor Lost and Found procedure and policies
according to Marriott Hotel service standards.
-Motivate, coach, counsel and discipline all Front Office
associates according to Marriott Hotel standard operating
procedures.
-Administer the performance appraisal process for all Front Office
Associates. Motivate, coach and train Front Office associates on
Marriott Brand Standards.
-Create Standard Operating Procedures for continuous improvement.
Monitor all Marriott VIPs and special guest requests.
-Maintain key control system.
-Be familiar with Marriott sponsored programs.
-Keep Front Office team focused on the critical areas of guest
operations to drive guest satisfaction.
-Ensure compliance with all Front Office and Hotel policies,
standards and procedures.
-Provide exceptional guest service that are above and beyond for
guest satisfaction.
-Ensure that lobby areas are well maintained 24/7.
-Interview and recruit managers and hourly employees with the
appropriate skills and in a timely manner to exceed guest's needs
and hotel operation.
-Conduct department meetings, share Marriott and MJ Journey
Principles on daily basis.
-Continually communicate covering Front Office's goals, hotel
operational goals to achieve desired results.
Keywords: Stamford Marriott Hotel & Spa, Stamford , Front Office Manager, Executive , Stamford, Connecticut
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