Marriott Careers

Front Desk Manager

Manila, Philippines
Rooms and Guest Services Operations


 

Check out pictures from associates at this location, and some videos too!

Posting Date Jan 02, 2020
Job Number 19172971
Job Category Rooms and Guest Services Operations
Location Manila Marriott Hotel, 2 Resorts Drive, Manila, Philippines, Philippines VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us

 

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
 

 


 

 

 

DUTIES & RESPONSIBILITIES

 

 

 

General Activities

 

 

 

  1. Exceeding Customer Expectations

    • Providing services that are above and beyond for customer satisfaction and retention.

  2. Demonstrating Leadership

    • Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

  3. Improving Service

    • Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

  4. Developing and building teams

    • Encouraging and building mutual trust, respect and cooperation among team members.

  5. Demonstrating appropriate behaviors

    • Serving as a role model to demonstrate appropriate behaviors.

  6. Supervising Associates

    • Supervising and managing associates. Managing all day-to-day operations. Understanding associates positions well enough to perform duties in associates’ absence.

  7. Communicating with Supervisors, Peers or Subordinates

    • Providing information to supervisors, co-workers and subordinates by telephone, in written form, email or in person.

  8. Making Decisions and Solving Problems

    • Analyzing information and evaluating results to choose the best solution and solve problems.

  9. Managing Daily Operations of the Area or Department

    •  Managing day-to-day operations, ensuring quality, standards and meeting the expectations of the customers on a daily basis.

  10. Coaching and Developing Others

    • Identifying the developmental needs of others and coaching, mentoring, or helping others to improve their knowledge or skills.

  11. Guiding, Directing, and motivating Subordinates

    • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

  12. Communicating Information Timely

    • Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

  13. Organizing, Planning and prioritizing Work

    • Developing specific goals and plans to prioritize, organize, and accomplish your work.

       

       

       

       

       

       

  14. Resolving Conflicts and Negotiating with Other

    • Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

  15. Monitoring and Communicating Customer Recognition/Service

    • Implementing the customer recognition/service program. Communicating and ensuring process.

       

      Specific Tasks

       

 

  1. Responds to and handles guest problems and complaints

     

  2. Sets a positive example for guest relations

     

  3. Empowers associates to provide excellent customer service

     

  4. Observes service behaviors  of associates and provides feedback to individuals

     

  5. Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.

     

  6. Trains staff and monitors adherence to all hotel and partner companies’ policies and procedures to reduce bad debts and rebates

     

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

     

  8. Supervises same day selling procedures to maximize room revenue and control hotel occupancy

     

  9. Supervises Front Desk shift operations and ensures compliance with all policies, standards and procedures

     

  10. Ensures associates understand customer service expectation and parameters

     

  11. Brings issues concerning associates satisfaction to the attention of the department manager and Human Resource

     

  12. Performs all duties in the desk as necessary

     

  13. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

     

  14. Assist as needed in the interviewing and hiring of associate team members with the appropriate skills

     

  15. Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team

     

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

     

  17. Ensure hotel 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

     

  18. Supervises all areas of the Front Office in the absence of the Front Office Manager

     

  19. Ensure that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and procedures desired result

     

  20. Front Desk shifts whenever necessary

     

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

     

  22. Participate in departmental meetings and continually communicates a clear and consistent message regarding the concierge desk goals to produce desired results

 

 

 

 

 

  1. Understands the impact of department’s operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals

     

  2. Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job

     

  3. Participate in associate progressive discipline procedures

 

 

 

Other

 

  • Performs other duties as assigned to meet the business need

 

 

 

 

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.


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