This site uses cookies. To find out more, see our Cookies Policy

Front Office Manager in Marriott's Club Son Antem at Marriott Vacations Worldwide

Date Posted: 5/14/2019

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.

POSITION SUMMARY

Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Concierge and night audit, night Retail/Gift Shop. 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.

Essential Job Functions

  • Assists and shares responsibilities with Assistant Front Desk Manager in achieving guest satisfaction objectives.
  • Responsible for timely recruitment, employment, training, management and appraisal of all front office and reservation associates.
  • Driving revenue at concierge
  • Motivates and provides a working environment in which associates are productive.
  • Responsible for ensuring safe work practices and conditions within the department.
  • Oversees the supervision of the rental reservation process and coordination with the central owner reservation office, and accurate forecasting of occupancy and sales.
  • Continually strive for new thoughts & ideas to improve the Front Desk, updating procedures and implementing on a timely basis.
  • Communicate all new policies and procedures to all employees and maintain continued follow-up.
  • At all times strives to represent MVW in the most professional, courteous and efficient manner possible.
  • Responsible for proper tracking of working hours to achieve full coverage of reception with minimum overtime paid. All holidays taken at suitable times.

Leading Guest Services Team

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

Maintaining Guest Services and Front Desk Goals

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

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

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

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.
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Establishes challenging, realistic and obtainable goals to guide operation and performance.
  • Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
  • Ensures employees are treated fairly and equitably.
  • Manages employee progressive discipline procedures for Front Office Staff.
  • Administers the performance appraisal process for direct report managers.
  • 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.


Physical Job Requirements

  • Frequent bending, kneeling and stooping, lifting up to 10kg, climbing ladders and up to 5 floors of stairs.
  • Good visual observation.
  • Walking and working outside of air controlled areas.


Job Qualifications

  • Hotel Management degree plus 3 years of practical experience as FO Manager.
  • Fluent in English and German. Good command of spoken Spanish. Additional languages are a plus.
  • Computer knowledge: MS Office, Outlook, Opera, Marsha Software. Concierge Assistant Software is a plus.

Other

  • Be punctual and wear the name tag during working hours.
  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Perform other related tasks as assigned by management.
  • Comply with MVCI policies and procedures.
  • Be proactive, have a flexible approach to work and be a team player meeting the needs of the team and the business.
  • 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.
  • Maintain a working knowledge of all MVW product lines.
  • Maintain computer systems knowledge (MS Office, Opera, e-mail etc.)

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

CHECK OUT OUR SIMILAR JOBS

  1. Administrative Jobs
  2. Bookkeeper Jobs