Front Desk Manager - Overnight

** Additional Information*
* ** Job Number*
* ** Job Category
** Rooms & Guest Services Operations

** Location
* * JW Marriott Phoenix Desert Ridge Resort & Spa, 5350 E Marriott Dr, Phoenix, Arizona, United States, 85054

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** Schedule
* * Full Time

** Located Remotely?
** N

** Position Type
** Management

** Pay Range:**  $28.85 - $37.50 per hour

** Bonus Eligible:
** Y

** 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; 1 year 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.

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