Front Office Manager

Additional Information: This hotel is owned and operated by an independent franchisee, The Farnam, Autograph Collection (Greenwood Hospitality/Hotel Equities LLC). 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 Purpose:

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Maintains all standard of guest service.
• Manage and motivate all Front Office personnel with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide the very best in guest satisfaction.
• Receive and resolve all departmental guest complaints in a timely manner and within the guidelines of the company.
• Check and control room reservations, Front Office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports (including rate and availability calendar).
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
• Implement and monitor all corporate marketing programs.
• Organize and conduct pre-shift and departmental meetings to disseminate pertinent information. Attend other hotel meetings as deemed necessary.
• Perform room inspections, which require bending stooping, reaching overhead and moving throughout guest floors.
• Assists in check in/check out of guests or any related guest service activity.
• Perform other duties as requested. For example, special requests from guests.
• Participates in Manager on Duty program requiring working second shift, constant monitoring throughout the hotel.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints
• Answer telephone promptly and properly being polite, courteous, and friendly
• Be friendly, thorough, accurate and efficient in taking reservations
• Be friendly, thorough, accurate and efficient in performing Check-ins
• Be friendly, thorough, accurate and efficient in performing Check-outs
• Operate or assist with shuttle or transportation Service in a timely and courteous manner
• Assist guests with luggage upon their arrival to and departure from the hotel
• Use the guests’ names
• Be knowledgeable and helpful about the local area, the hotel and hotel services
• Handle messages, wake-up calls, mail, and faxes properly
• Assist guests’ with laundry/dry cleaning needs
• https://careers.marriott.com/front-office-manager/job/64E37B6C6BADAB3A6952CC294269736E