Front Desk Manager

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and
supervising staff on a daily basis. Front office areas include Bell/Door Staff,
Switchboard and Guest Services/Front Desk. Position directs and works with
managers and employees to carry out procedures ensuring an efficient check in
and check out process. Ensures guest and employee satisfaction and maximizes the
financial performance of the department.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front
desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant
Management, Hospitality, Business Administration, or related major; no work
experience required.

CORE WORK ACTIVITIES

Maintaining 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.

• 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.

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

• Ensures that regular on-going communication is happening with employees to
create awareness of business objectives and communicate expectations, recognizes
performance, and produces desired results.

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

Supporting Management of Front Desk Team

• 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.

• Serving as a role model to demonstrate appropriate behaviors.

• Supervises and manages employees. Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees'
absence.

• Establishes and maintains open, collaborative relationships with employees and
ensures employees do the same within the team.

• Supervises all areas of the Front Office in the absence of the Front Office or
Assistant Front Office Manager.

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.

• Responds to and handles guest problems and complaints.

• Sets a positive example for guest relations.

• Empowers employees to provide excellent customer service.

• Observes service behaviors of employees and provides feedback to individuals.

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

• Ensures employees understand customer service expectations and parameters.

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

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

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and
ensuring the process.

• Trains staff and monitors adherence to all credit policies and procedures to
reduce bad debts and rebates.

• Supervises same day selling procedures to maximize room revenue and control
property occupancy.

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

• Ensures property 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.

Supporting Human Resource Activities 

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

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

• Brings issues concerning employee satisfaction to the attention of the
department manager and Human Resources.

• Assists as needed in the interviewing and hiring of employee team members with
the appropriate skills.

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

• Participates in employee progressive discipline procedures.

Additional Responsibilities 

• 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 updates the executives, the peers and the subordinates on
relevant information in a timely manner.

• Performs all duties at the Front Desk as necessary.

• Runs Front Desk shifts whenever necessary.

• Participates in departmental meetings and continually communicates a clear and
consistent message regarding the Front Desk goals to produce desired results.

At Marriott International, we are dedicated to being an equal opportunity
employer, welcoming all and providing access to opportunity. We actively foster
an environment where the unique backgrounds of our associates are valued and
celebrated. Our greatest strength lies in the rich blend of culture, talent, and
experiences of our associates. We are committed to non-discrimination on any
protected basis, including disability, veteran status, or other basis protected
by applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and
Gentlemen create experiences so exceptional that long after a guest stays with
us, the experience stays with them. Attracting the world’s top hospitality
professionals who curate lifelong memories, we believe that everyone succeeds
when they are empowered to be creative, thoughtful and compassionate.
 
Every day, we set the standard for rare and special luxury service the world
over and pride ourselves on delivering excellence in the care and comfort of our
guests.
 
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are
delivered graciously and thoughtfully every day. The Gold Standards are the
foundation of The Ritz-Carlton and are what guides us each day to be better than
the next. It is this foundation and our belief that our culture drives success
by which The Ritz Carlton has earned the reputation as a global brand leader in
luxury hospitality. As part of our team, you will learn and exemplify the Gold
Standards, such as our Employee Promise, Credo and our Service Values. And our
promise to you is that we offer the chance to be proud of the work you do and
who you work with.
 
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott
International. Be where you can do your best work, begin your purpose, belong to
an amazing global team, and become the best version of you.