Assistant Front Desk Manager

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 2 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 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 Supports all day-to-day operations Understands employee positions well enough to perform duties in employees absence Coaches counsels and encourages employees Handles employee questions and concerns Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager Guides daily Front Desk shift operations Communicates performance expectations to employees in accordance with job descriptions for each position Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals 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 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 Supervises staffing levels to ensure that guest service operational needs and financial objectives are met Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates Supervises 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 Empowers 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 Managing Projects and Policies Implementing the customer recognition service program 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 Identifying the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills Providing 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 Conducts 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 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 At more than 100 award-winning properties worldwide The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us the experience stays with them Attracting the world s top hospitality professionals who curate lifelong memories we believe that everyone succeeds when they are empowered to be creative thoughtful and compassionate Every day we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests Your role will be to ensure that the Gold Standards of The Ritz-Carlton are delivered graciously and thoughtfully every day The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality As part of our team you will learn and exemplify the Gold Standards such as our Employee Promise Credo and our Service Values And our promise to you is that we offer the chance to be proud of the work you do and who you work with In joining The Ritz-Carlton 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