AsstMgr Front Office I📣 Job Ad

About the Role

Courtyard by Marriott is seeking an Assistant Front Office Manager I to join our team in Makkah, Saudi Arabia. This full-time position involves supporting the Front Office Manager in overseeing daily front office operations and staff supervision, ensuring efficient guest services and departmental performance.

Role Overview and Objectives

The Assistant Front Office Manager I plays a crucial role in directing and collaborating with managers and employees to execute procedures that ensure a seamless check-in and check-out process. This includes maintaining high levels of guest and employee satisfaction while contributing to the department's financial performance across areas such as Bell/Door Staff, Switchboard, and Guest Services/Front Desk.

Core Responsibilities

• Supervise and manage employees, overseeing all day-to-day front office operations and ensuring employee recognition.
• Lead, influence, and encourage team members, fostering mutual trust, respect, and cooperation.
• Develop specific goals and plans to prioritize, organize, and accomplish work effectively.
• Handle guest complaints, disputes, and conflicts, negotiating resolutions as needed.
• Collaborate with the Front Office Manager to continuously improve departmental service performance.
• Communicate clear and consistent messages regarding Front Office goals to achieve desired results.
• Participate in the development and implementation of corrective action plans based on guest feedback.
• Implement and ensure adherence to the customer recognition/service program.
• Ensure compliance with all Front Office policies, standards, and procedures, including monitoring credit policies to minimize bad debts.

Guest Service and Operational Support

• Provide service that consistently exceeds customer expectations for satisfaction and retention.
• Improve service quality by guiding and coaching individuals to understand guest needs.
• Serve as a role model for appropriate behaviors, setting a positive example for guest relations and displaying outstanding hospitality skills.
• Empower employees to provide excellent customer service and provide feedback based on service observations.
• Interact regularly with guests to gather feedback on product quality, service levels, and overall satisfaction.
• Understand employee positions sufficiently to perform duties in their absence when required.
• Analyze information and evaluate results to identify the best solutions for operational challenges.

Communication and Leadership

• Provide information to supervisors and co-workers via telephone, written form, email, or in person.
• Inform and update executives, peers, and subordinates on relevant information in a timely manner.
• Function in place of the Front Office Manager during their absence.
• Communicate critical information from pre- and post-convention meetings to Front Office staff.
• Participate actively in department meetings.

Qualifications and Experience

Candidates for this full-time role should meet one of the following educational and experience criteria:

• High school diploma or GED with a minimum of 2 years of experience in guest services, front desk, or a related professional area.
• OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no prior work experience required.