Assistant Front Office Manager

Job Number 23148231

Job Category Rooms & Guest Services Operations

Location Renaissance Bali Nusa Dua Resort, Kawasan Pariwisata Lot SW 4 & 5, Bali, Bali, 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

• Encourages and builds mutual trust, respect, and cooperation among team members.
• Ensures employee recognition is taking place on all shifts.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Establishes and maintains open, collaborative relationships with employees.
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

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.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired 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.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

Ensuring Exceptional Customer Service

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

Managing Projects and Policies

• Ensures compliance with all Front Office policies, standards and procedures.
• 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.

Additional Responsibilities

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

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.

At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We’re looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, 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.