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Assistant Front Office Manager
Marriott Cardiff
Assistant Front Office Manager
Marriott Cardiff
Full Time
2
Years
Experience
Competitive salary
Full Time
2
Years
Experience
Competitive salary
Skills
Front Office
Description
Key Responsibilities
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Ensures compliance with all Front Office policies, standards and procedures.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
- Ensures associates are treated fairly and equitably.
- Strives to improve service performance.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Empowers associates to provide excellent customer service.
- Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
- Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
- Ensures recognition of associates is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Administers the performance appraisal process for direct report supervisors.
- Assists with Interviews and hires hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
- Celebrates successes and publicly recognizes the contributions of team members.
- Responds to and handles guest problems and complaints.
- Observes service behaviours of associates and provides feedback to individuals and/or managers.
- Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)
- To ensure all Regional Health & Safety policy is adhered to, ensuring conformity and awareness at all times.
- Managed department in line with all regional targets and initiatives relating to Front Office.
Key Responsibilities
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Ensures compliance with all Front Office policies, standards and procedures.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
- Ensures associates are treated fairly and equitably.
- Strives to improve service performance.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Empowers associates to provide excellent customer service.
- Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
- Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
- Ensures recognition of associates is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Administers the performance appraisal process for direct report supervisors.
- Assists with Interviews and hires hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
- Celebrates successes and publicly recognizes the contributions of team members.
- Responds to and handles guest problems and complaints.
- Observes service behaviours of associates and provides feedback to individuals and/or managers.
- Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)
- To ensure all Regional Health & Safety policy is adhered to, ensuring conformity and awareness at all times.
- Managed department in line with all regional targets and initiatives relating to Front Office.
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Assistant Front Office Manager
Full Time
2
Years
Experience
Competitive salary
Skills
Front Office
Mill Lane, Cardiff, CF10 1EZ, United Kingdom