Front Office Manager Jobs

Job Number 23140822
Job Category Rooms & Guest Services Operations
Location Four Points by Sheraton Bali Kuta, Jalan Benesari Banjar Pengabetan, Kuta, Bali, 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
Maintaining Guest Services and Front Desk Goals

• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces 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.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

• Serving 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.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Ensuring Exceptional Customer Service

• Responds to and handles guest problems and complaints.
• Interacts with guests to obtain feedback on product quality and service levels.
• Sets a positive example for guest relations.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Provides services that are above and beyond for customer satisfaction and retention.
• Ensures employees understand customer service expectations and parameters.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Observes service behaviors of employees and provides feedback to individuals.

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.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Implements the customer recognition/service program, communicating and ensuring the process.

Supporting Human Resource Activities

• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Participates in employee progressive discipline procedures.
• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Additional Responsibilities

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Analyzes information and evaluating results to choose the best solution and solve problems.

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 travelers are global, they can experience the local. As a member of the team, you will become part of our united Four Points by Sheraton community where everyone is welcome, we support each other, and every hotel matters. We provide exactly what guests need in an uncomplicated way. If you are seeking opportunities to put guests at ease in a friendly, genuine and approachable environment, join our team. In joining Four Points, 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.