What are the responsibilities and job description for the Front Office Manager position at Marriott?
Additional Information
Job Number25014946
Job CategoryRooms & Guest Services Operations
LocationJW Marriott Houston Downtown, 806 Main Street, Houston, Texas, United States, 77002VIEW ON MAP
ScheduleFull Time
Located Remotely?N
Position Type Management
Additional Information : This hotel is owned and operated by an independent franchisee, HM Alpha Hotels and Resorts. 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 Guest Services Manager will ensure the delivery of exceptional guest services by effectively managing key functional areas, including reservations, guest registration, bell services, telephone operations, and guest accounting. The goal is to uphold established operational standards while optimizing hotel profitability.
Responsibilities
Supervise Front Desk Operations : Oversee all aspects of Front Desk staff management, including recruitment, termination, performance evaluations, training, and professional development. Create staff schedules in alignment with labor standards and forecasted occupancy levels.
Ensure Exceptional Guest Service Standards : Uphold the highest levels of guest service quality, contributing to the profitability and overall guest satisfaction across all hotel departments. Drive improved guest experiences through continuous employee development, process optimization, and enhancing the hotel’s brand image.
Achieve Financial Goals : Successfully manage revenue and expenses within the guest services department to meet or exceed budgeted targets, maximizing profitability while maintaining high service standards.
Develop Operational and Financial Strategies : Formulate both short-term and long-term financial and operational plans for the guest services department, ensuring alignment with the hotel’s broader objectives. Actively contribute to the preparation of the annual hotel budget.
Manage Reservations for Optimal Occupancy and Rate : Oversee the reservation process to ensure maximum room occupancy and optimal average daily rates (ADR), utilizing suggestive selling techniques and training staff to maximize bookings.
Ensure Financial and Security Procedures are Followed : Maintain stringent credit control protocols and safeguard financial transactions, guest security, and emergency procedures to protect both guests and the hotel.
Address Guest Complaints Effectively : Handle guest complaints related to the department, ensuring timely and appropriate corrective actions are taken to resolve issues and improve guest satisfaction.
Enhance Guest Interaction and Employee Recognition : Promote exceptional guest interaction skills among staff, recognizing and rewarding employees who consistently meet or exceed guest expectations to reinforce a culture of excellence.
Education and Experience
Bachelor’s Degree in Management, Hotel Administration, Business or related field.
Minimum 1 year experience on night audit, 2 years experience in front desk operations, and 1 year experience in either direct sales or retail trade; OR, an equivalent combination of education and experience.
This company is an equal opportunity employer.
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