Front Desk Manager - Franchised

Additional Information: This hotel is owned and operated by an independent franchisee, Lodging Hospitality Management. 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.

JOB SUMMARY

• Manage and motivate all front office employees with daily supervision to include staffing, training, counseling, and visually monitoring performance to ensure adherence to all service standards.
• Oversee the front desk and PBX and ensure all Agents are following the Marriott guidelines and scripting.  Run shifts at the Front Desk, physically perform check in/check out process and other guest service related activities.
• Review V. I. P. reservations, and resumes for incoming and in-house guests. Pre-register guests and communicate with other departments to ensure proper handling of guests and groups. 
• Communicate with guest and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize and conduct meaningful pre-shift meetings to disseminate pertinent information. 
• Remain calm and alert, especially during emergency or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest concerns and complaints, conducting thorough research to develop the most effective solutions and negotiate results. Resolve issues using discretion and the Marriott guidelines.  Ensure all issues and resolutions are properly logged.

JOB REQUIREMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Thorough organizational and supervisory skills to train the Front Office staff on systems and brand standards to enable successful Front Office operations.
• Ability to analyze complex statistical data and make sound judgments accordingly.
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input and retrieve information using a moderately complex computer system.
• Ability to establish and maintain effective working relationships with employees, customers, and patrons.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.

This company is an equal opportunity employer.

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