Assistant Front Office Manager

Job Number 23146721
Job Category Rooms & Guest Services Operations
Location TA’AKTANA a Luxury Collection Resort & Spa Labuan Bajo, One Marriott Drive, Labuan Bajo, Indonesia, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Resort Overview
Cradled between a labyrinth of wild forests and the pearlescent shores of the Flores Sea, sits the luxurious sanctuary of TA'AKTANA, a Luxury Collection Resort & Spa, Labuan Bajo. A haven made for the adventurous, sea-seeking Explorers and Collectors from near and far.
Easily accessible, it is the perfect base to explore everything West Flores and Komodo National Park offer at one's own rhythm.
This is Marriott International's first property in the region of Flores. With 70 keys including luxuriously appointed Sea Villas, Family Suites and oversized rooms, this property will be one of a kind in the portfolio of the company in Indonesia.
A wedding chapel to make those memories unforgettable, culinary delights to tantalize the tastebuds, views of spectacular sunsets from a Bar immersed in the sea to relaxing spa treatments are just some of the choices that we be on offer to the discerning traveller.
Job Summary
Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.
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.
• Coaches, counsels, and encourages employees.
• Supports all day-to-day operations.
• Understands employee positions well enough to perform duties in employees' absence.
• Serves as a role model to demonstrate appropriate behaviors.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Handles employee questions and concerns.
• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Communicates performance expectations to employees in accordance with job descriptions for each position.
• Guides daily Front Desk shift operations.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Understands the impact of Front Desk operations on the overall property financial goals and objectives.
• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Strives to improve service performance.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Supervises same day selling procedures to maximize room revenue and property occupancy.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

Ensuring Exceptional Customer Service

• Handles guest problems and complaints seeking assistance from supervisor as necessary.
• Sets a positive example for guest relations.
• Provides services that are above and beyond for customer satisfaction and retention.
• Interacts with guests to obtain feedback on product quality and service levels.
• Empowers employees to provide excellent customer service within guidelines.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Managing Projects and Policies

• Assists in the review of comment cards and guest satisfaction results with employees.
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
• Ensures employees have the proper supplies and uniforms.
• Implementing the customer recognition/service program, communicating and ensuring the process.

Supporting Handling of Human Resource Activities

• Provides feedback to individuals based on observation of service behaviors.
• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Participates in the employee performance appraisal process.
• Conducts training when appropriate.
• Participates in an ongoing employee recognition program.
• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Additional Responsibilities

• Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
• Performs all duties at the Front Desk as necessary.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Complies with loss prevention policies and procedures.
• Informs and/or updating 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.
The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.