Front Office Manager

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.

Qualifications

Candidates should have 2-5 years of relevant experience in front office management or a similar supervisory role within the hospitality industry.