Job Details
**Franchised Front Desk Manager**
Check out pictures from associates at this location, and some videos too!
Marriott Vacations Worldwide ** Share Job**
**Posting Date** Feb 10, 2022
**Job Number** 22018126
**Job Category** Rooms & Guest Services Operations
**Location** Marriott's MountainSide, 1305 Lowell Avenue, Park City, Utah, United States
**Brand** Marriott Vacations Worldwide
**Schedule** Full-Time
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**Position Type** Management
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**JOB SUMMARY:** * 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 department's 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.
* 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.
**Education and Experience** : Check out pictures from associates at this location, and some videos too!