Front Office Manager - Four Points By Sheraton Bintan, Lagoi Bay

Job Number 23090612
Job Category Rooms & Guest Services Operations
Location Four Points by Sheraton Bintan Lagoi Bay, Jalan Gurindam Duabelas Lot B12 Mix S3, Lagoi Bay, Kecamatan Teluk Sebong, Kabupaten Bintan, Indonesia, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Job Summary
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
CANDIDATE PROFILE
Education And Experience

• High school diploma or GED; 4 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; 2 years experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES
Leading Guest Services Team

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Serves as a role model to demonstrate appropriate behaviors.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Ensures recognition of employees is taking place across areas of responsibility.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Celebrates successes and publicly recognizes the contributions of team members.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Maintaining Guest Services and Front Desk Goals

• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually 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.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

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

Ensuring Exceptional Customer Service

• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Empowers employees to provide excellent customer service.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
• Strives to improve service performance.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Provides services that are above and beyond for customer satisfaction and retention.

Managing and Conducting Human Resource Activities

• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Administers the performance appraisal process for direct report managers.
• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
• Ensures employees are treated fairly and equitably.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Manages employee progressive discipline procedures for Front Office Staff.

Additional Responsibilities

• 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.
• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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.
Where timeless classics are woven with modern details. Where business meets pleasure. Where even when you’re global, you can experience the local. Designed for the independent traveler seeking balance, there’s Four Points.