Front Desk Manager
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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
Position Type Management
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DUTIES & RESPONSIBILITIES
Exceeding Customer Expectations
Providing services that are above and beyond for customer satisfaction and retention.
Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Developing and building teams
Encouraging and building mutual trust, respect and cooperation among team members.
Demonstrating appropriate behaviors
Serving as a role model to demonstrate appropriate behaviors.
Supervising and managing associates. Managing all day-to-day operations. Understanding associates positions well enough to perform duties in associates’ absence.
Communicating with Supervisors, Peers or Subordinates
Providing information to supervisors, co-workers and subordinates by telephone, in written form, email or in person.
Making Decisions and Solving Problems
Analyzing information and evaluating results to choose the best solution and solve problems.
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.
Coaching and Developing Others
Identifying the developmental needs of others and coaching, mentoring, or helping others to improve their knowledge or skills.
Guiding, Directing, and motivating Subordinates
Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Communicating Information Timely
Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
Organizing, Planning and prioritizing Work
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Resolving Conflicts and Negotiating with Other
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Monitoring and Communicating Customer Recognition/Service
Implementing the customer recognition/service program. Communicating and ensuring process.
Responds to and handles guest problems and complaints
Sets a positive example for guest relations
Empowers associates to provide excellent customer service
Observes service behaviors of associates and provides feedback to individuals
Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.
Trains staff and monitors adherence to all hotel and partner companies’ policies and procedures to reduce bad debts and rebates
Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction
Supervises same day selling procedures to maximize room revenue and control hotel occupancy
Supervises Front Desk shift operations and ensures compliance with all policies, standards and procedures
Ensures associates understand customer service expectation and parameters
Brings issues concerning associates satisfaction to the attention of the department manager and Human Resource
Performs all duties in the desk as necessary
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
Assist as needed in the interviewing and hiring of associate team members with the appropriate skills
Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team
Interacts with guests to obtain feedback on product quality and service levels
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
Supervises all areas of the Front Office in the absence of the Front Office Manager
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
Front Desk shifts whenever necessary
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
Participate in departmental meetings and continually communicates a clear and consistent message regarding the concierge desk goals to produce desired results
Understands the impact of department’s operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals
Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job
Participate in associate progressive discipline procedures
Performs other duties as assigned to meet the business need