Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• 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.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Set goals and measurable targets during Performance reviews/CDR's and 1-2-1s. Ensure associate performance is managed effectively.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Conducts hourly associate performance appraisals according to Standard Operating Procedures

Ensuring Exceptional Customer Service

• 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.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviours.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Effectively investigates, reports and follows-up on associate and guest accidents.
• Ensures compliance of unit cash handling, credit and check cashing policies and procedures

Additional Responsibilities

• Provides information to supervisors and co-workers 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 updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff. Attend meetings relevant to the Front Office Team and keep associates well informed of any issues/changes in the hotel that may affect the operation
• Understands and operates the reservations system to read and enter guest reservations and monitor hotel occupancy.
• Ensures compliance with all Front Office policies, standards and procedures including Health & Safety.
• Ensure maximum revenue generation; e.g., up selling and maximizing occupancy
• To take active responsibilities for ensuring security standards are maintained and accurate accounting is performed during your shift.
• To monitor the performance of associates within the reception team. Provide training, coaching and development to all associates to improve the effectiveness of the reception team.
• Ensure payroll and (Time sheets/forecasts) are completed on a weekly basis with an overview to achieving flex costs.

Other

• Performs other related tasks as assigned by management.
• Complies with Marriott International Hotels Limited Regional Office policies and procedures. Working hours as required to do your job but normally not less than 40 hours per week.