Assistant Front Office Manager in Bali at Marriott Vacations Worldwide

Date Posted: 6/5/2022

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.


CORE WORK ACTIVITIES


Operations/Property Management

  • Performs all duties at the Front Office and / or room control, as necessary.
  • Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures.
  • Runs Front Desk shifts whenever necessary.
  • Supervises room allocation, masters the room plan, as necessary.
  • Completes and maintains all required Front Desk shift reports and paperwork.
  • Supervises the daily operations of the Bell Staff, Switchboard and Concierge/Guest Services.
  • Supervises and expedites lobby traffic to speed the arrival and departure process.
  • Supervises all areas of the Front Office in the absence of the Front Office Manager.
  • Operates all department equipment as necessary and reports malfunctions.
  • Orders associate uniforms and ensures uniforms are properly inventoried and maintained.
  • Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
  • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Understands night audit procedures and can comprehend and utilize reports, as necessary.
  • Helps train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures.
  • Participates as needed in the investigation of associate and guest accidents.
  • Understands and complies with loss prevention policies and procedures.

Guest Satisfaction

  • Is a leader in exhibiting outstanding hospitality skills.
  • Sets a positive example for guest relations.
  • Continuously interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
  • Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.
  • Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
  • Participates in hospitality audits for associates and gives appropriate feedback to improve individual hospitality skills.
  • Attends pre- and post-convention meetings as needed to understand group needs and communicates critical information to the Front Office staff.
  • Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
  • Reviews comment cards and guest satisfaction results with associates.  Participates in the development and implementation of corrective action plans.
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  • Effectively utilizes 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.
  • Attend the weekly Members cocktail.

Human Resources

  • Assists as needed in the interviewing and hiring of associate team members with the appropriate skills.
  • Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.  Ensures associates are cross trained to support successful daily operations.
  • Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
  • Communicates performance expectations in accordance with job descriptions for each position.
  • Participates in the associate performance appraisal process, providing feedback as needed.
  • Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
  • Actively solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.  Brings issues to the attention of the department manager and Human Resources, as necessary.
  • Participates in associate progressive discipline procedures.  Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
  • Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
  • Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts.  Participates in an on-going associate recognition program.

Sales and Revenue Management

  • Supervises same day selling procedures to maximize room revenue and control hotel occupancy.
  • Trains staff on and performs procedures to verify accuracy of room rates to maximize revenue opportunities, e.g., rate variance report, bucket check.

Financial Management

  • Comprehends budgets, operating statements and payroll progress reports as needed to assist in financial management of department.
  • Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.  Manages payroll administration.
  • Participates in the management of the department’s controllable expenses to achieve or exceed budgeted goals.
  • Understands the impact of department’s operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals.

Other

  • Performs other duties as assigned to meet business needs.

CANDIDATE PROFILE


Education and Experience

  • University/College/Academy Degree in Hospitality, Tourism or Foreign Language.
  • 2 - 5 years of experience, 1 year+ as a supervisory level.
  • Excellent written and oral communicative, verbal, and non-verbal listening skills.
  • Fluent spoken and written English, additional language (Japanese, Mandarin) is a strong asset.
  • Minimum 2 years of relevant experience.
  • Strong computer skills.
  • Positive interpersonal skills.
  • Must be able to work in a deadline and project-oriented environment and be able to communicate and interact will all levels of site management.
  • Strong organizational skills.

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

  • Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.
  • Demonstrating Leadership - Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Improving Service - Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
  • Modeling Appropriate Behaviors - Serving as a role model to demonstrate appropriate behaviors.
  • Supervising Associates - Supervising and managing associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates' absence.
  • Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
  • Managing Daily Operations of the Area or Department - Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
  • Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Communicating Information Timely - Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
  • Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
  • Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Monitoring and Communicating Customer Recognition/Service - Implementing the customer recognition/service program, communicating, and ensuring the process.

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