Assistant Front Desk Manager in Club Son Antem at Marriott Vacations Worldwide

Date Posted: 6/7/2022

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.


Job Summary


Assists the Front Desk Manager in administering front office functions and supervising staff on a daily basis. Manages the Front Desk operation including Registration, VIP Registration, and Check-Out, as well as directly manage the Guest Service Agents. Position directs and works with managers and associates to carry out procedures ensuring an efficient check in and check out process. Monitors guest and associate satisfaction and maximizes the financial performance of the department. Strives to ensure guest and associate satisfaction and achieve the operating budget.  Assists in completing financial and administrative responsibilities.

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

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and building mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Understands associate positions well enough to perform duties in associates' absence.
  • Handles associate questions and concerns.
  • Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
  • Supports daily Front Desk shift operations.

Supporting Progress Toward Guest Services and Front Desk Goals

  • Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
  • Strives to improve service performance.
  • Observes staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Supports same day selling procedures to maximize room revenue and hotel occupancy.
  • Understands the impact of Front Desk operations on the overall hotel financial goals and objectives.

Ensuring Exceptional Customer Service

  • 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.
  • Sets a positive example for guest relations.
  • Encourages associates to provide excellent customer service within guidelines.
  • Handles guest problems and complaints seeking assistance from supervisor as necessary.
  • Interacts with guests to obtain feedback on product quality and service levels.

Conducting Human Resources Activities

  • Uses all available on the job training tools to train new hires and provide follow-up training as necessary.
  • Establishes and maintains open, collaborative relationships with associates and ensures associates do the same with them.
  • Schedule associates to business demands and for tracks associate time and attendance.
  • Ensures associates understand expectations and parameters.
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.
  • Observes service behaviors of associates and provides feedback to individuals.
  • Ensures associate recognition is taking place on all shifts.
  • Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
  • Participates in associate progressive discipline procedures.
  • Review associate satsifaction results.
  • Participates in interviewing and hiring of team members with the appropriate skills.

Supporting Projects and Policies

  • Supports implementation of customer recognition/service programs, communicating and ensuring the process.
  • Assists in the review of comment cards and guest satisfaction results with associates.
  • Ensures associates have the proper supplies and uniforms.
  • Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Provides feedback to individuals based on observation of service behaviors.
  • Participates in an ongoing associate recognition program.
  • Supports training when appropriate.
  • Participates in the associate performance appraisal process.

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 updating the executives, the peers and the subordinates on relevant information in a timely manner.
  • Performs all duties at the Front Desk as necessary.
  • Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
  • Complies with loss prevention policies and procedures.

Management Competencies

Leadership

  • Adaptability - Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to working within new work structures, processes, requirements or cultures.
  • Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Integrity: Maintaining and supporting social, ethical, and organizational norms; firmly adhering to codes of conduct and ethical principles.
  • Leading Through Vision and Values: Leading through vision and values.
  • Problem Solving and Decision Making - Identifying and understanding issues, problems and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
  • Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the company in alignment with our core values.

Managing Execution

  • Building and Contributing to Teams - Participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment of goals; proactively takes action.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

  • Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
  • Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with our core values to always go above and beyond and do the right thing.
  • Fostering Inclusion: Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute.

Generating Talent and Organizational Capability

  • Organizational Capability - Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or retention of associates in order to achieve department and business objectives.
  • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
  • Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific challenges.
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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