- High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
- 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.
- Serves as a role model to demonstrate appropriate behaviors.
- Understands employee positions well enough to perform duties in employees' absence.
- Handles employee questions and concerns.
- Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
- Supports daily Front Desk shift operations.
- Supports 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.
- Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
- Strives to improve service performance.
- Observes staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supports same day selling procedures to maximize room revenue and property occupancy.
- Understands the impact of Front Desk operations on the overall property financial goals and objectives.
- 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.
- Sets a positive example for guest relations.
- Encourages employees to provide excellent customer service within guidelines.
- Handles guest problems and complaints seeking assistance from supervisor as necessary.
- Interacts with guests to obtain feedback on product quality and service levels.
- Supports implementation of customer recognition/service programs, communicating and ensuring the process.
- Assists in the review of comment cards and guest satisfaction results with employees.
- Ensures employees have the proper supplies and uniforms.
- Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Provides feedback to individuals based on observation of service behaviors.
- Participates in an ongoing employee recognition program.
- Supports training when appropriate.
- Participates in the employee performance appraisal process.
- 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.
- Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
- Performs all duties at the Front Desk as necessary.
- Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
- Complies with loss prevention policies and procedures.
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Front Desk Manager - Los Angeles, United States - Marriott International
Description
Additional Information Overtime eligible positionJob Number
Job Category Rooms & Guest Services Operations
Location AC Moxy Los Angeles, 1260 South Figueroa Street, Los Angeles, California, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY
Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.
CANDIDATE PROFILE
Education and Experience
CORE WORK ACTIVITIES
Supporting Management of Front Desk Team
The hourly pay range for this position is $27.79 to $36.51 and offers health care benefits, flexible spending accounts, 401(k) plan, accrued paid time off (including sick leave where applicable), life insurance, disability coverage, other life and work wellness benefits and may include incentive compensation.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.Moxy is for Play. Seriously.
The energetic and stylish alternative to the typical hotel experience, Moxy is designed for always-on guests seeking fun new experiences in the hotel and city they're in.
Our lively communal spaces and energetic Crew help guests have a good time by creating moments of spontaneous playfulness.Moxy Crew take work seriously, but they never take themselves too seriously.
They delight in creating a light and playful atmosphere, and are warm and friendly to those around them, welcoming all.
We're looking for people who:
love doing it all, always think outside the box, enjoy chatting it up with guests, live in the now but know what's next, and have high energy and a do-it-yourself attitude.
If you're someone who is thoughtful, spirited and loves serving up huge doses of fun, then take a look at our jobs and see if anything catches your eye.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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