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Front Office Manager

Company: Stamford Marriott Hotel & Spa
Location: Stamford
Posted on: September 12, 2023

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.


-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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