Assistant Front Office Manager

About the Role

Marriott International is seeking an Assistant Front Office Manager in Jeddah. This is an entry-level management position responsible for leading and assisting with the successful completion of daily shift requirements across front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role focuses on ensuring guest and employee satisfaction while contributing to the achievement of operating budgets and assisting with financial and administrative responsibilities.

Key Responsibilities

• Lead and influence team members through effective interpersonal and communication skills, advocating for sound financial and business decisions.
• Support day-to-day operations and guide daily Front Desk shift activities, ensuring adherence to performance expectations.
• Manage daily operations to ensure quality standards are met and customer expectations are consistently achieved.
• Handle guest complaints, disputes, and conflicts, working towards resolution and negotiating as needed.
• Supervise staffing levels to meet guest service, operational needs, and financial objectives.
• Train staff on credit policies and procedures to minimize bad debts and rebates, and oversee same-day selling procedures to maximize revenue and occupancy.
• Implement and communicate customer recognition/service programs, and assist in reviewing guest satisfaction results.
• Identify developmental needs of team members, providing coaching, mentoring, and feedback to enhance knowledge and skills.
• Provide guidance and direction to subordinates, setting performance standards and monitoring progress.

Guest Service Excellence

• Deliver exceptional service to ensure customer satisfaction and retention.
• Improve service quality by understanding guest needs and providing guidance, feedback, and coaching to individuals.
• Set a positive example for guest relations and empower employees to provide excellent customer service within established guidelines.
• Interact with guests to gather feedback on product quality and service levels.

Operational Management

• Develop specific goals and plans to prioritize, organize, and accomplish work effectively.
• Participate in department meetings, communicating clear and consistent messages regarding Front Desk goals.
• Ensure employees have proper supplies and uniforms.
• Assist in utilizing a guest information tracking system to support a successful repeat guest recognition program and aid in problem resolution.

Human Resources Support

• Participate in ongoing employee recognition programs and conduct training as appropriate.
• Contribute to the employee performance appraisal process.

Qualifications and Requirements

• Experience: 0-1 year in a relevant field.
• Ability to lead, influence, and encourage others, demonstrating honesty and integrity.
• Strong understanding of Front Desk operations and their impact on overall property financial goals.
• Proficiency in analyzing information and evaluating results to solve problems.
• Understanding of Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Adherence to loss prevention policies and procedures.