Front Office Manager

📣 إعلان

منذ ساعة واحدة تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الدمام

وصف الوظيفة

About the Role

Marriott International is seeking a Front Office Manager for a full-time position in Dammam. This role involves assisting the Front Office Manager in overseeing daily front office operations, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position focuses on directing staff to ensure efficient check-in and check-out processes, maximizing departmental financial performance, and ensuring guest and employee satisfaction.

Key Responsibilities

Manage day-to-day operations, ensuring quality standards and meeting customer expectations.
Develop goals and plans to prioritize and accomplish work effectively.
Handle complaints, disputes, and conflicts, negotiating resolutions as needed.
Supervise staffing levels to meet guest service, operational, and financial objectives.
Ensure ongoing communication with employees regarding business objectives and expectations.
Understand the impact of departmental operations on overall property financial goals.
Lead and influence team members, advocating sound financial decision-making and demonstrating integrity.
Foster mutual trust, respect, and cooperation among team members.
Supervise and manage employees, understanding their duties to perform in their absence.
Establish and maintain collaborative relationships with employees.
Oversee all Front Office areas in the absence of the Front Office or Assistant Front Office Manager.

Customer Service and Policy Implementation

Provide services that exceed customer satisfaction and retention goals.
Improve service by communicating guest needs and providing guidance and coaching to staff.
Respond to and resolve guest problems and complaints.
Set a positive example for guest relations and empower employees to deliver excellent service.
Observe employee service behaviors and provide feedback.
Interact with customers to gather feedback on product quality, service levels, and overall satisfaction.
Ensure employees understand customer service expectations and parameters.
Emphasize guest satisfaction in departmental meetings and focus on continuous improvement.
Implement customer recognition/service programs.
Train staff and monitor adherence to credit policies and procedures to reduce bad debts.
Supervise same-day selling procedures to maximize room revenue and control occupancy.
Oversee daily Front Desk shift operations and ensure compliance with policies and standards.
Ensure property policies are administered fairly and consistently, with disciplinary procedures completed according to SOPs and LSOPs.

Human Resources Support

Support the developmental needs of others through coaching and mentoring.
Solicit employee feedback, utilize an "open door" policy, and review employee satisfaction results.
Bring employee satisfaction issues to the attention of the department manager and Human Resources.
Assist in interviewing and hiring employee team members.
Support departmental orientation programs for new hires.
Participate in employee progressive discipline procedures.

Additional Responsibilities

Provide information to supervisors, co-workers, and subordinates via various communication channels.
Analyze information and evaluate results to identify solutions and solve problems.
Inform and update executives, peers, and subordinates on relevant information in a timely manner.
Perform all necessary Front Desk duties and run Front Desk shifts when required.
Participate in departmental meetings and communicate Front Desk goals consistently.