Front Office Manager - The Luxury Collection Resort & Spa, Labuan Bajo

Job Number 23023748
Job Category Rooms & Guest Services Operations
Location 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
Hotel Description
The Luxury Collection Resort & Spa, Labuan Bajo is located on a 3.4 HA site along the Wae Rana beach, with direct beach access and a jetty for island hopping trips. The hotel offers 68 rooms consisting of villas and suites with 6 Food & Beverage options. Guests can enjoy using the whirlpool and quiet pools, using the recreation activities center or the Luxury Collection spa facilities.
Job Summary
Responsible for the management of all aspects of the Front of House functions including Doorman, Bellman, Bell Captain, Concierge Agent, Guest Relations Agent, Front Desk Agent, Matrix Coordinator, Club Concierge, Club Attendants and Learning Coaches, in accordance with hotel standards. Directs, implements and maintains a service and management philosophy that serves as a guide to respective staff. Responsible for developing and maintaining the acknowledgment of all guests visiting the location. Ensures all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.
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
Maintaining Front of House Goals

• Reviews the arrival report for accuracy and completeness. Checks printed registration cards against information on arrival report; rectifies any deficiencies with respective personnel.
• Reviews previous night's no-shows and ensures appropriate billing.
• Maintains complete knowledge of property features and services, including hours of operations, hotel restaurant concepts, menu price range, dress code and ambience, hotel room types, numbers, hotel top repeat guests, rate programs, packages and scheduled daily events and activities.
• Keeps front of house team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Maintains knowledge of room availability and rates and suggestively sells.
• 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.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

Managing Front of House Team

• 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.
• Ensures all cashiering procedures comply with accounting policies and standards.
• Serving as a role model to demonstrate appropriate behaviors.
• Ensures staff is knowledgeable about rates, packages and promotions available.
• Supervises all areas of the Front of House.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Ensuring Exceptional Customer Service

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Provides services that are above and beyond for customer satisfaction and retention.
• Interacts with guests to obtain feedback on product quality and service levels.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Monitors the check-in/check-out process, ensuring agreement to hotel standards; anticipates critical situations and assists to process the guest expediently.
• Ensures employees understand customer service expectations and parameters.
• Responds to and handles guest problems and complaints.
• Anticipates sold-out situations and number of rooms overbooked. Locates alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
• Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Observes service behaviors of employees and provides feedback to individuals.

Managing Projects and Policies

• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Implements the customer recognition/service program, communicating and ensuring the process.
• 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 shift operations and ensures compliance with all policies, standards and procedures.

Supporting Human Resource Activities

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

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results.
• 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.
The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world’s most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.