Front Desk Manager in Club Son Antem at Marriott Vacations Worldwide

Date Posted: 9/22/2022

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.

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.



OVERALL RESPONSIBILITIES

  • The Front Desk Manager supervises the front desk, night audit, bell staff and will provide leadership and direction for the assigned position to supervise. His leadership role assumes the responsibilities for training, motivating and managing his reporting staff, while keeping guest hospitality as the number one focus.
  • The Manager will ensure that each associate has sufficient resources to perform their job well and constantly seek to improve the methods to meet the guest needs. The Front Desk Manager will manage daily operational tasks in an efficient and regular manner and coordinate the shift operations in accordance to the corporate and local SOP’s, emphasizing guest hospitality, and directing associates to work together as a team that presents itself as a professional, proactive, and well-informed guest service staff.
  • The Front Desk Manager anticipates guest needs in an efficient, courteous and professional way in all Front Desk related functions and maintains Marriott Vacation Worldwide's hospitality standards.


Technical Expertise

  • Responsible for the smooth, efficient and professional operation of all front desk, night audit, bell stand and other delegated areas.
  • Service and quality assurance is based on MVCI Brand Operating Standards and everything in place, conducts at least 2 documented BOS audits per year.
  • Hand over any relevant information with the relevant departments or shifts, using the right ways of communication.
  • Keep updated all Front Office staff with all current information and specially the reporting line.
  • Develop a thorough knowledge of resort property, resort staff, resort services and the hours of operations.
  • Ensure the cleanliness and neatness of the front desk, back office, lobby, and business center and internet station.
  • Continually strive for new thoughts and ideas to improve the Front Desk procedures and service.
  • Understand the resort fire and safety procedures. Trains and updates the reporting staff accordingly.
  • Conducting daily quality checks on all Front Desk related issues and tasks.
  • Adhere to all company policies and procedures.
  • Have an advanced knowledge of resort rates, vouchers and discounts, as well as knowledge of Marsha reservation system.
  • Supervision of the preparation of the arrivals by allocating the apartments following the requests policy of the resort.
  • On a daily basis ensure a correct cashier closing, following accounting guidelines and procedures.
  • Responsible for providing all cashiers with sufficient cash during the shifts.
  • Participate in Manager on Duty shifts.
  • Ensure daily shift checklists are completed on a proper way in all Front Office Areas.
  • Ensure confidentiality of user log-ons. Ensure that users are logged out when leaving the workstation.
  • Conduct audit and controls on a regular basis. Communicate with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
  • Administer the Business Center.
  • Supervise the Night Audit work and clears any discrepancies with Accounting the following day.
  • Maintain effective communication with teams.
  • Implement a contingency plan to operate the daily business at the front desk without systems.

Human Resources

  • Ensure that all procedures and policies are in place and followed.
  • Meet and supervise staff performance, have at least 2 documented meetings per year.
  • Attend and lead, together with FOM and AFOM, department meetings.
  • Motivate direct report and maintain a productive working environment.
  • Conduct daily department meetings: 15 minute training.
  • Ensure department members maintain a high standard of personal hygiene and wear of proper uniforms.
  • Responsible for on-the-job training of all Front Office associates.
  • Adhere to all company policies and procedures.
  • Communicate all new policies and procedures to all staff members and maintain follow-up.
  • Assist as needed in the interviewing and hiring process of associates with appropriate skills.

Guest Satisfaction

  • Handle guest welcome in an efficiently and in a professional manner, following the company procedures.
  • Set a positive example for guest relations.
  • Interact with guests to obtain feedback on product quality and service levels; effectively respond to and handle guest problems and complaints.
  • Empower associates to provide excellent customer service.
  • Ensures associates understand expectations and parameters.
  • Handle guest check in and check out efficiently and in a professional manner, following the MVCI service procedures. Constantly works to improve check in and check out speed.
  • Ensure maximum satisfaction of owner apartment allocation, same as keeping in line the with check-in time by 16.00. Every guest arriving after 16.00 needs to be accommodated immediately.
  • Maximize department and site GSS scores.
  • Train all front office staff members with the needed hospitality skills.
  • Observe service behaviors of associates and provide feedback to individuals; continuously strive to improve service performance.
  • Ensure FD team use correct telephone etiquette.
  • Control the Front Desk time-sheet and post it for all associate within the established time frame.
  • Lead by example. Provide a high quality service and excellent hospitality standards towards all customers.
  • Ensure that Guest Response procedure is in place and applied by all associates. Guest problem resolution is number one priority within the resort and needs to by accomplish within the first 24 hours after problem has been reported.
  • Ensure guest correspondence needs is replied in a timely manner (72 hours latest).

Financial Management

  • Ensure that no outstanding balances are left after guest check out.
  • Control all PM and PX accounts and is in charge off clearing any outstanding balances.
  • Guest compensation must be kept in a reasonable manner and charged to the according department who has caused the problem.
  • Recycling of any office and guest supplies whenever possible and adequate.
  • Vacation planning and execution, with approval by department head.

Physical Job Requirements

  • Able to stand up during complete shift (Reception)
  • Resort walk around during MOD shifts
  • Good visual observation
  • Excellent command of stress in cases of emergency and guest complaints


JOB QUALIFICATIONS

  • Education: Hotel Management degree
  • Job experience: 3 years practical experience in a Supervisor position within the Front Office Department.
  • Languages: Fluent in English. Good command of spoken Spanish. Additional languages such as German are a plus.
  • Computer knowledge: Windows office, Opera, Marsha

General Job Functions

  • Perform other duties as required to meet the needs of the department or as instructed by Management.
  • Be punctual and wear the nametag and uniform at all times during working hours.
  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with MVCI policies and procedures and update your knowledge of all Marriott product lines.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates.  Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.






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

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