Front Office Manager - Yogyakarta Marriott Hotel

Additional Information Front Office Manager - Yogyakarta Marriott Hotel
Job Number 23133583
Job Category Rooms & Guest Services Operations
Location Yogyakarta Marriott Hotel, Jalan Ringroad Utara, Yogyakarta, Daerah Istimewa Yogyakarta, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Job Summary
Front Office Manager - Yogyakarta Marriott Hotel
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

• Encourages and builds mutual trust, respect, and cooperation among team members.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Serves as a role model to demonstrate appropriate behaviors.
• Ensures recognition of employees is taking place across areas of responsibility.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Celebrates successes and publicly recognizes the contributions of team members.
• 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.

Maintaining Guest Services and Front Desk Goals

• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

Managing Projects and Policies

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

Ensuring Exceptional Customer Service

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

Managing and Conducting Human Resource Activities

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

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• 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.

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.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.