Assistant Front Desk Manager
Company: Marriott International Inc
Location: Nashville
Posted on: May 8, 2024
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Job Description:
Job Number 24060163
Job Category Rooms & Guest Services Operations
Location Gaylord Opryland Resort & Convention Center, 2800 Opryland
Drive, Nashville, Tennessee, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY Entry level management position that is responsible for
leading and assisting with the successful completion of daily shift
requirements. Front office areas include Bell/Door Staff,
Switchboard and Guest Services/Front Desk. Strives to ensure guest
and employee satisfaction and achieve the operating budget. Assists
in completing financial and administrative responsibilities.
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 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. --- Serves as a role
model to demonstrate appropriate behaviors. --- Understands
employee positions well enough to perform duties in employees'
absence. --- Handles employee questions and concerns. --- Supports
all areas of the Front Office in the absence of the Front Office or
Front Desk Manager. --- Supports daily Front Desk shift operations.
Supporting Progress Toward Guest Services and Front Desk Goals ---
Supports 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. --- Participates in department meetings and
continually communicates a clear and consistent message regarding
the Front Desk goals to produce desired results. --- Strives to
improve service performance. --- Observes staffing levels to ensure
that guest service, operational needs and financial objectives are
met. --- Supports training of staff on adherence to all credit
policies and procedures to reduce bad debts and rebates. ---
Supports same day selling procedures to maximize room revenue and
property occupancy. --- Understands the impact of Front Desk
operations on the overall property financial goals and objectives.
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. --- Sets a positive example for
guest relations. --- Encourages employees to provide excellent
customer service within guidelines. --- Handles guest problems and
complaints seeking assistance from supervisor as necessary. ---
Interacts with guests to obtain feedback on product quality and
service levels. Supporting Projects and Policies --- Supports
implementation of customer recognition/service programs,
communicating and ensuring the process. --- Assists in the review
of comment cards and guest satisfaction results with employees. ---
Ensures employees have the proper supplies and uniforms. ---
Assists in the use of a guest information tracking system to ensure
that a successful repeat guest recognition program is in use to
recognize guest preferences and aid in problem resolution.
Supporting Handling of Human Resource Activities --- Identifies the
developmental needs of others and coaching, mentoring, or otherwise
helping others to improve their knowledge or skills. --- Provides
guidance and direction to subordinates, including setting
performance standards and monitoring performance. --- Provides
feedback to individuals based on observation of service behaviors.
--- Participates in an ongoing employee recognition program. ---
Supports training when appropriate. --- Participates in the
employee performance appraisal process. 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 updating the
executives, the peers and the subordinates on relevant information
in a timely manner. --- Performs all duties at the Front Desk as
necessary. --- Understands the functions of the Bell Staff,
Switchboard and Concierge/Guest Services operations. --- Complies
with loss prevention policies and procedures. The hourly pay range
for this position is $24.04 to $26.44. Marriott offers a bonus
program, comprehensive health care benefits, 401(k) plan with up to
5% company match, employee stock purchase plan at 15% discount,
accrued paid time off (including sick leave where applicable), life
insurance, group disability insurance, travel discounts, adoption
assistance, paid parental leave, health savings account (except for
positions based out of or performed in Hawaii), flexible spending
accounts, tuition assistance, pre-tax commuter benefits, and other
life and work wellness benefits. -Benefits may be subject to
generally applicable eligibility, waiting period, contribution, and
other requirements and conditions. -
The compensation and benefits information is provided as of the
date of this posting. Marriott reserves the right to modify
compensation and benefits at any time, with or without notice,
subject to applicable law.
- Marriott International is an equal opportunity employer. -We
believe in hiring a diverse workforce and sustaining an inclusive,
people-first culture. -We are committed to non-discrimination on
-any -protected -basis, such as disability and veteran status, or
any other basis covered under applicable law. Why have less when
you can have MORE - all under one roof? Rooted in our expertise and
leadership in meetings and experiences, Gaylord Hotels
intentionally deliver environments, services and programming that
bring people together in an extraordinary way. The heart of our
brand are STARs, who are creative, entrepreneurial and dedicated to
providing thoughtful, big-hearted service to guests. At Gaylord, we
provide STARs with opportunities well beyond that of a traditional
hotel-offering you endless career opportunities, the extras, and
MORE. In joining Gaylord, 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.
Keywords: Marriott International Inc, Nashville , Assistant Front Desk Manager, Executive , Nashville, Tennessee
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