What are the responsibilities and job description for the Front Desk Manager position at Marriott International?
Additional Information
Job Number 24220447
Job Category Rooms & Guest Services Operations
Location Luminary Hotel & Co. Autograph Collection, 2200 Edwards Drive, Fort Myers, Florida, United States, 33901VIEW ON MAP
Schedule Full Time
Located Remotely? N
Position Type Management
Additional Information: This hotel is owned and operated by an independent franchisee, Mainsail Lodging. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Front Desk Manager will be responsible for directly managing Front Office operations including the staff of Front Desk, AYS, and night audit. This individual will serve as a champion in driving a high level of service execution within the front office.
Essential Functions:
Manages the properties unique arrival service strategy and execution through regular observation and interaction with the front office team
Ensures complete guest satisfaction and follows up on all escalated guest issues and concerns in a timely manner.
Manages and assists in the pre-arrival process to execute guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements are met per hotel, company, and brand standards.
Maintains guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and information
Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
Serves as an Empower guest experience tool expert ensuring that guest preference and communication tools are utilized in accordance with property, company, and brand guidelines. Will also ensure all systems administrative tasks are executed in accordance with property, company, and brand guidelines.
Processes guest check-ins by confirming reservations, assigning room, and issuing and activating room keys
Responsible for serving as hotel property management system expert
Ensures proper protocol is maintained to promote a high degree of mobile check-in program execution
Ensures that front office staff is properly trained and executes against property empowerment guidelines.
Actively reviews, responds, and shares guest feedback derived from various guest feedback and social media platforms in accordance with property, company, and brand guidelines.
Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.
Responds to guest requests or feedback and takes action to address any and all guest service issues.
Ensures full compliance of standards and the passing of department Quality Assurance items.
Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.
Recognizes and communicates to other departments any hotel VIPs and provides extra touches when warranted.
Provide local information for shopping, dining, nightlife, and recreational destinations.
Assists in the recruiting function for department including screening, interviewing, and hiring new employees.
Responsible for ensuring guest credit is procured and all accounting/cash procedures are followed by Front Office staff. Resolves guest accounting issues as needed.
Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
Ensures that the front office team receives all group resumes and group details as it relates to key department functions
Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.
Serves as property MOD in the absence of senior leadership
Report accidents, injuries, and unsafe work conditions and take action as needed; complete safety training and certifications.
Assists in establishing and maintaining a working relationship with key contractors and vendors
Ensures Front Desk staff adheres to hotel grooming guidelines.
Report any irregular behavior from guests in public areas and or in room.
Ability to take initiative and handle assignments with limited supervision.
Responsible for ensuring that department adheres to all HR policies
Follow all hotel policies and procedures as outlined in the team member handbook.
Maintain cleanliness and order of work area.
Any other duties requested by management.
Hotel Performance:
Ensure successful performance assisting guests with an exceptional experience.
Qualification Standards
Education & Experience:
2-year associates degree or higher preferred
Minimum 2 Years Hotel Front Desk Managerial Experience
Excellent phone & customer service skills
Excellent communication skills, both verbal and written
Ability to use technology e.g. tablets, iPads
Physical Demands:
Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift, pull 40 lbs.
Ability to communicate clearly
Corrected vision to normal range
Ability to work long hours as needed
Mental Demands:
Make sound judgments quickly
Work on multiple tasks, making appropriate progress towards deadlines
Able to work independently, take direction, and provide direction to others
Manage differing personalities within the office, the hotel, and the community
Maintain the highest degree of confidentiality
Ability to work effectively in stressful, high pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
NOTICE: The hotel business functions seven days a week, 24 hours a day. All employees must realize this fact and be aware that at all times it may be necessary to move employees from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
Benefits:
Medical, Dental, & Vision
HSA & Flexible Spending Account Options
Basic Life & Disability Plan Options
401K Retirement Plan
Paid Time Off | Holiday Pay
Career Training & Development Opportunities | Tuition Reimbursement
Bereavement Leave
Employee Assistant Program (EAP)
Jury Duty (May vary by state)
Employee Discounts
Employee Referral Bonus
Free meal for all full-service hotel employees
This company is an equal opportunity employer.
frnch1
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.
Job Number 24220447
Job Category Rooms & Guest Services Operations
Location Luminary Hotel & Co. Autograph Collection, 2200 Edwards Drive, Fort Myers, Florida, United States, 33901VIEW ON MAP
Schedule Full Time
Located Remotely? N
Position Type Management
Additional Information: This hotel is owned and operated by an independent franchisee, Mainsail Lodging. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Front Desk Manager will be responsible for directly managing Front Office operations including the staff of Front Desk, AYS, and night audit. This individual will serve as a champion in driving a high level of service execution within the front office.
Essential Functions:
Manages the properties unique arrival service strategy and execution through regular observation and interaction with the front office team
Ensures complete guest satisfaction and follows up on all escalated guest issues and concerns in a timely manner.
Manages and assists in the pre-arrival process to execute guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements are met per hotel, company, and brand standards.
Maintains guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and information
Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
Serves as an Empower guest experience tool expert ensuring that guest preference and communication tools are utilized in accordance with property, company, and brand guidelines. Will also ensure all systems administrative tasks are executed in accordance with property, company, and brand guidelines.
Processes guest check-ins by confirming reservations, assigning room, and issuing and activating room keys
Responsible for serving as hotel property management system expert
Ensures proper protocol is maintained to promote a high degree of mobile check-in program execution
Ensures that front office staff is properly trained and executes against property empowerment guidelines.
Actively reviews, responds, and shares guest feedback derived from various guest feedback and social media platforms in accordance with property, company, and brand guidelines.
Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.
Responds to guest requests or feedback and takes action to address any and all guest service issues.
Ensures full compliance of standards and the passing of department Quality Assurance items.
Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.
Recognizes and communicates to other departments any hotel VIPs and provides extra touches when warranted.
Provide local information for shopping, dining, nightlife, and recreational destinations.
Assists in the recruiting function for department including screening, interviewing, and hiring new employees.
Responsible for ensuring guest credit is procured and all accounting/cash procedures are followed by Front Office staff. Resolves guest accounting issues as needed.
Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
Ensures that the front office team receives all group resumes and group details as it relates to key department functions
Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.
Serves as property MOD in the absence of senior leadership
Report accidents, injuries, and unsafe work conditions and take action as needed; complete safety training and certifications.
Assists in establishing and maintaining a working relationship with key contractors and vendors
Ensures Front Desk staff adheres to hotel grooming guidelines.
Report any irregular behavior from guests in public areas and or in room.
Ability to take initiative and handle assignments with limited supervision.
Responsible for ensuring that department adheres to all HR policies
Follow all hotel policies and procedures as outlined in the team member handbook.
Maintain cleanliness and order of work area.
Any other duties requested by management.
Hotel Performance:
Ensure successful performance assisting guests with an exceptional experience.
Qualification Standards
Education & Experience:
2-year associates degree or higher preferred
Minimum 2 Years Hotel Front Desk Managerial Experience
Excellent phone & customer service skills
Excellent communication skills, both verbal and written
Ability to use technology e.g. tablets, iPads
Physical Demands:
Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift, pull 40 lbs.
Ability to communicate clearly
Corrected vision to normal range
Ability to work long hours as needed
Mental Demands:
Make sound judgments quickly
Work on multiple tasks, making appropriate progress towards deadlines
Able to work independently, take direction, and provide direction to others
Manage differing personalities within the office, the hotel, and the community
Maintain the highest degree of confidentiality
Ability to work effectively in stressful, high pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
NOTICE: The hotel business functions seven days a week, 24 hours a day. All employees must realize this fact and be aware that at all times it may be necessary to move employees from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
Benefits:
Medical, Dental, & Vision
HSA & Flexible Spending Account Options
Basic Life & Disability Plan Options
401K Retirement Plan
Paid Time Off | Holiday Pay
Career Training & Development Opportunities | Tuition Reimbursement
Bereavement Leave
Employee Assistant Program (EAP)
Jury Duty (May vary by state)
Employee Discounts
Employee Referral Bonus
Free meal for all full-service hotel employees
This company is an equal opportunity employer.
frnch1
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.
