Assistant Front Office Manager
Marriott Hotels Resorts - Providence, RI

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This is a franchise job posting, Assistant Front Office Manager, Providence Marriott Downtown, Providence RI. Please do not apply for this job online. Please contact the property directly at 401-553-0404 or via email at Sincerely, Aon Hewitt Talent Acquisition Solutions Recruiting Operations and Delivery on behalf of Marriott International, Inc.

      Position Purpose:

      To drive the delivery of outstanding guest service within the Guest Services Department and the entire hotel. To manage and direct the Guest Services Department comprising of bellstaff, lobby concierge and lounge concierge. To be the Guestware expert and fully use this tool as the "champion" in regards to hotel leadership involvement, hardware and software knowledge, guest tracking and report capabilities. To "lead by example" in the area of guest service, and participate as a "hands-on" manager by supporting all positions within the department as needed. Interface daily with the Front Office/PBX department. Be knowledgeable of group business and the details of the group resumes in order to accommodate special requests associated with the groups.

      Job Description:

      The Assistant Front Office Manager is a key individual in achieving the goals and quality standards of the Guest Services Department. The Assistant Front Office Manager must impact all elements of the department, from standards of guest service, to associate morale, to budgetary goals, to interdepartmental relations.

      Essential Functions:

      Hotel Knowledge - Remain informed and inform staff of all departmental communications and events to provide friendly, efficient and professional service to transient guests, groups and catering events. Lead the daily "Voice of the Guest" meeting and deliver all necessary information.

      Area Knowledge- Ensure staff is knowledgeable about all hotel services in addition to local attractions/services, points of interest, current events, and upcoming attractions. Be knowledgeable of various means of transportation and schedules, along with directions to all area points of interest, shopping and attractions. Work closely with local services to be able to make reservations for our Guests during sold out periods. Possess working knowledge of Providence and its history. Ensure the staff can demonstrate the same extensive knowledge of the area.

      Training- Conduct periodic training and "FAM" events in order to energize the guest services department and help coach them in all areas of outstanding service delivery. Cross train staff to ensure the entire Guest Services team can handle requests efficiently and professionally. Inject 15 minutes of training in daily stand up meetings and monthly department meetings.

      Technical - "Champion" the use of Guestware in order to give us the competitive advantage we need to enhance our Guest Recognition Programs, improve response to service failure and identify the needs and wants of our repeat guests.
      Become knowledgeable of MARSHA and hotel's PMS systems and how they interface with Guestware.

      Hospitality Skills - Through individual effort and teamwork, all associates within the Guest Services Department will ensure all Guest contact is handled in a friendly and professional manner. By anticipating Guests' needs and demonstrating sensitivity and responsiveness, your leadership role will ensure complete Guest satisfaction and repeat business. This must be enforced will all members of the team.

      Safety and Security - Observe/enforce safe work habits as outlined in the Providence Marriott Risk Management and Safety guidelines. Strictly enforce all hotel Security policies. Ensure and enforce policies regarding proper care and storage of all Guest items.

      Guest Services - Demonstrate complete understanding of all Guest services. Promptly recognize and respond to all guest needs and requests. Maintain extensive contacts with the providers of outside services (i.e. car rental, limo, flowers, tickets, etc...) to ensure sources of services for hotel Guest enjoyment. When Guest needs exceed your ability to accommodate, make referrals to appropriate resources. All Guest Services guidelines must be enforced with the associates within the Guest Services Department through proper training.

      Problem Resolution - Research Guest complaints and act on them as needed. Respond to the guest verbally or orally and work aggressively to exceed the guests' expectations in regards to problem resolution. Practice the L.E.A.R.N. model when handling a guest complaint or issue: Listen, Empathize, Apologize, React/Respond, Notify.

      Management Skills - Assure compliance with Human Resources and departmental SOPs. Ensure professional service through complete training and thorough knowledge of subordinate job descriptions. Maintain a motivated, cooperative and well -informed staff. Ensure that all area policies and procedures are being upheld at all times. Ensure that weekly schedule is accurately completed on a timely basis. Inventory all supplies and ensure they are ordered on a timely basis. Ensure that all of the shift responsibilities of each area team member are completed on a daily basis. Ensure proper uniforming and grooming of staff members at all times.

      Leadership - Serve as a Department Head, member of the Management Team and Manager on Duty. Work with the other management personnel to establish and implement hotel service standards to achieve maximum profitability and efficiency.

      Other - You are expected to complete and follow through with any other responsibilities asked of you by management. The hospitality business changes rapidly and guest demands change frequently.


      Job Requirements:

      In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with a percentage of time performing each function to be solely determined by the supervisor upon the particular requirements of the hotel.

      Specific Job Knowledge, Skill and Ability:

      Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

      Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences. -
      Reading Comprehension - Understanding written sentences and paragraphs in work related documents. Writing - Communicating effectively in writing as appropriate for the needs of the audience.

      Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, GUESTWARE, MICROS). -
      Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

      Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly. - Mathematics - Using mathematics to solve problems.

      Management Competencies - Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.

      Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.

      Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.

      Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization

      Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.

      Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.

      High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

      Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.

      Problem Solving/Decision Making - Ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions. EOE M/F/D/V


      High school diploma or GED; 2 years of 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.


      Candidate MUST have prior front office supervisory experience for at least 2 years. Experience at a mid-size property or resort is also required.

      EOE M/F/D/V

      Marriott - 2 years ago - save job
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      Marriott International, Inc., is a leading lodging and hospitality company that develops, operates, and franchises hotels, corporate housing...