Assistant Front Office 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. The 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.

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision‑making; demonstrate honesty/integrity; lead by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Supervise and manage employees; manage all day‑to‑day operations; understand employee positions well enough to perform duties in employees' absence.
• Ensure employee recognition takes place on all shifts.
• Establish and maintain open, collaborative relationships with employees.

• Manage day‑to‑day operations, ensuring quality, standards, and meeting customer expectations on a daily basis.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others.
• Strive to improve service performance.
• Collaborate with the Front Office Manager on ways to continually improve departmental service.
• Communicate a clear and consistent message regarding Front Office goals to produce desired results.
• Participate in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.

• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serve as a role model to demonstrate appropriate behaviors.
• Set a positive example for guest relations.
• Display outstanding hospitality skills.
• Empower employees to provide excellent customer service.
• Interact with customers on a regular basis to obtain feedback on product quality, service levels, and overall satisfaction.
• Provide feedback to employees based on observation of service behaviors.
• Handle guest problems and complaints effectively.
• Interact with guests to obtain feedback on product quality and service levels.

• Implement the customer recognition/service program, communicate, and ensure the process.
• Ensure compliance with all Front Office policies, standards, and procedures.
• Monitor adherence to all credit policies and procedures to reduce bad debts and rebates.

• Provide information to supervisors and co‑workers by telephone, in written form, e‑mail, or in person.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Inform and/or update the executives, peers, and subordinates on relevant information in a timely manner.
• Function in place of the Front Office Manager in his/her absence.
• Communicate critical information from pre‑ and post‑convention meetings to the Front Office staff.
• Participate in department meetings.

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.