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Assistant Front Office Manager

2 months ago

Malaysia marriott international Full time
Additional Information
Job Number 24161952
Job Category Rooms & Guest Services Operations
Location Renaissance Kuala Lumpur Hotel & Convention Centre, Corner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur, Malaysia
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

Entry level management position responsible for leading and assisting with the successful completion of daily shift requirements in front office areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget while assisting in financial and administrative responsibilities.

CANDIDATE PROFILE

Education and Experience

  1. High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
  2. OR
  3. 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

  1. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  2. Encourages mutual trust, respect, and cooperation among team members.
  3. Serves as a role model to demonstrate appropriate behaviors.
  4. Supports all day-to-day operations.
  5. Understands employee positions well enough to perform duties in employees' absence.
  6. Coaches, counsels, and encourages employees.
  7. Handles employee questions and concerns.
  8. Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
  9. Guides daily Front Desk shift operations.
  10. Communicates performance expectations to employees in accordance with job descriptions for each position.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

  1. Manages day-to-day operations, ensuring quality and standards meet customer expectations.
  2. Develops specific goals and plans to prioritize, organize, and accomplish work.
  3. Handles complaints, settling disputes, and resolving grievances and conflicts.
  4. Participates in department meetings and communicates a clear message regarding Front Desk goals.
  5. Strives to improve service performance.
  6. Supervises staffing levels to ensure guest service and operational needs are met.
  7. Trains staff on adherence to credit policies and procedures.
  8. Supervises same-day selling procedures to maximize room revenue.
  9. Understands the impact of Front Desk operations on overall property financial goals.
Ensuring Exceptional Customer Service

  1. Provides services that exceed customer satisfaction and retention.
  2. Improves service by assisting individuals to understand guest needs.
  3. Sets a positive example for guest relations.
  4. Empowers employees to provide excellent customer service.
  5. Handles guest problems and complaints seeking assistance from supervisor as necessary.
  6. Interacts with guests to obtain feedback on product quality and service levels.
Managing Projects and Policies

  1. Implements the customer recognition/service program.
  2. Assists in the review of comment cards and guest satisfaction results.
  3. Ensures employees have the proper supplies and uniforms.
  4. Assists in using a guest information tracking system to recognize guest preferences.
Supporting Handling of Human Resource Activities

  1. Identifies developmental needs of others and provides coaching and mentoring.
  2. Provides guidance and direction to subordinates.
  3. Participates in ongoing employee recognition programs.
  4. Conducts training when appropriate.
  5. Participates in the employee performance appraisal process.
Additional Responsibilities

  1. Provides information to supervisors, co-workers, and subordinates.
  2. Analyzes information and evaluates results to choose the best solutions.
  3. Informs and updates executives and peers on relevant information.
  4. Performs all duties at the Front Desk as necessary.
  5. Understands the functions of Bell Staff, Switchboard, and Concierge/Guest Services operations.
  6. Complies with loss prevention policies and procedures.
Marriott International is an equal opportunity employer committed to a diverse workforce and inclusive culture. We are committed to non-discrimination on any protected basis.

At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. #J-18808-Ljbffr