Assistant Front Office Manager

Job Number 23089525

Job Category Rooms & Guest Services Operations

Location Fairfield by Marriott Jakarta Soekarno-Hatta Airport, Jl. Husein Sastranegara No.8, Tangerang, Banten, Indonesia

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

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

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

Ensuring Exceptional Customer Service

• Serves as a role model to demonstrate appropriate behaviors.
• 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.
• Displays outstanding hospitality skills.
• Sets a positive example for guest relations.
• Handles guest problems and complaints effectively.
• Empowers employees to provide excellent customer service.
• Provides feedback to employees based on observation of service behaviors.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

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

Additional Responsibilities

• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• 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.
• 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.

Fairfield Inn & Suites by Marriott allows guests to travel with confidence by giving them just what they need at an exceptional value. As a member of our team you'll deliver outstanding service so travel is easy, comfortable and productive for our guests. Find Your World™ at Fairfield Inn & Suites by Marriott.