Manager Guest Experience

Description

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

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

Maintaining 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.

Supervises staffing levels to ensure that guest service operational needs and financial objectives are met.

Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations recognizes performance and produces desired results.

Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

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.

Serving 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.

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

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.

Responds to and handles guest problems and complaints.

Sets a positive example for guest relations.

Empowers employees to provide excellent customer service.

Observes service behaviors of employees and provides feedback to individuals.

Interacts with customers to obtain feedback on quality of product service levels and overall satisfaction.

Ensures employees understand customer service expectations and parameters.

Interacts with guests to obtain feedback on product quality and service levels.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

Implements the customer recognition/service program communicating and ensuring the process.

Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Supervises same day selling procedures to maximize room revenue and control property occupancy.

Supervises daily Front Desk shift operations and ensures compliance with all 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.

Supporting Human Resource Activities

Supports the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.

Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

Participates in employee progressive discipline procedures.

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.

Performs all duties at the Front Desk as necessary.

Runs Front Desk shifts whenever necessary.

Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

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 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.

Notification to Applicants: Sheraton Centre Toronto Hotel takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act 2005 the Accessibility for Manitobans Act and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting our online application or an interview please call or email and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process. This posting is for an existing vacancy.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1