Assistant Front Office Manager

Job Number 23059312
Job Category Rooms & Guest Services Operations
Location Sheraton Grand Jakarta Gandaria City Hotel, Jl. Sultan Iskandar Muda, Jakarta, Jakarta, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Job Summary
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
CANDIDATE PROFILE
Education And Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES
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.
• Ensures employee recognition is taking place on all shifts.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Strives to improve service performance.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Ensuring Exceptional Customer Service

• Interacts with guests to obtain feedback on product quality and service levels.
• Empowers employees to provide excellent customer service.
• Handles guest problems and complaints effectively.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Provides feedback to employees based on observation of service behaviors.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Provides services that are above and beyond for customer satisfaction and retention.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Managing Projects and Policies

• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.

Additional Responsibilities

• Functions in place of the Front Office Manager in his/her absence.
• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Participates in department meetings.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.