Front Office Manager

Additional Information Job Number25195277 Job CategoryRooms Guest Services Operations LocationJW Marriott Mussoorie Walnut Grove Resort Spa Village - Siya Mussoorie Uttarakhand India 248179 ScheduleFull Time Located Remotely N Position Type Management JOB SUMMARY Responsible for all front office functions and staff Areas of responsibility include Bell Staff Switchboard Operations Guest Services Front Desk and Retail Gift Shop as applicable As a department head directs and works with managers and employees to successfully execute all front office operations including guest arrival and departure procedures Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department CANDIDATE PROFILE Education and Experience High school diploma or GED 4 years 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 2 years experience in the guest services front desk or related professional area CORE WORK ACTIVITIES Leading Guest Services 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 builds mutual trust respect and cooperation among team members Serves as a role model to demonstrate appropriate behaviors Supervises and manages employees Manages all day-to-day operations Understands employee positions well enough to perform duties in employees absence Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the team Ensures recognition of employees is taking place across areas of responsibility Communicates performance expectations in accordance with job descriptions for each position and monitors progress Celebrates successes and publicly recognizes the contributions of team members Maintaining Guest Services and Front Desk Goals Achieves and exceeds goals including performance goals budget goals team goals etc Manages 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 Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results Reviews staffing levels to ensure that guest service operational needs and financial objectives are met Understands the impact of Front Office operations on the Rooms area and overall property financial goals Manages department controllable expenses to achieve or exceed budgeted goals Managing Projects and Policies Ensures compliance with all Front Office policies standards and procedures Ensures property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures SOPs and LSOPs and support the Peer Review Process 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 Supervises and managing employees Managing all day-to-day operations Understanding employee positions well enough to perform duties in employees absence 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 Strives to improve service performance Empowers employees to provide excellent customer service 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 Responds to and handles guest problems and complaints Observes service behaviors of employees and provides feedback to individuals and or managers Managing and Conducting 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 Establishes challenging realistic and obtainable goals to guide operation and performance Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns Ensures employees are treated fairly and equitably Manages employee progressive discipline procedures for Front Office Staff Administers the performance appraisal process for direct report managers Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation 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 updates the executives the peers and the subordinates on relevant information in a timely manner Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity We actively foster an environment where the unique backgrounds of our associates are valued and celebrated Our greatest strength lies in the rich blend of culture talent and experiences of our associates We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law Marriott Hotels strive to elevate the art of hospitality innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe As a host with Marriott Hotels you will help keep the promise of Wonderful Hospitality Always by delivering thoughtful heartfelt forward-thinking service that upholds and builds upon this living legacy With the name that s synonymous with hospitality the world over we are proud to welcome you to explore a career with Marriott Hotels In joining Marriott Hotels you join a portfolio of brands with Marriott International Be where you can do your best work begin your purpose belong to an amazing global team and become the best version of you JW Marriott is part of Marriott International s luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world JW believes our associates come first Because if you re happy our guests will be happy JW Marriott associates are confident innovative genuine intuitive and carry on the legacy of the brand s namesake and company founder J Willard Marriott Our hotels offer a work experience unlike any other where you ll be part of a community and enjoy true camaraderie with a diverse group of co-workers JW creates opportunities for training development recognition and most importantly a place where you can pursue your passions in a luxury environment with a focus on holistic well-being Treating guests exceptionally starts with the way we take care of our associates That s The JW Treatment TM In joining JW Marriott you join a portfolio of brands with Marriott International Be where you can do your best work begin your purpose belong to an amazing global team and become the best version of you