Front Office Manager - Marriott Resort Virginia Beach Oceanfront
Full Time
Virginia Beach, VA 23451
Posted
Job description
Job Advertisements:
Now Hiring for a Front Office Manager at the Marriott Hotel. Apply today! Virginia Beach’s newest and most contemporary oceanfront resort. Be among the first to enjoy our luxury accommodations, rooftop dining, productive meeting spaces and panoramic ocean views. It’s the perfect seaside destination for weekend escapes, business meetings, weddings, family reunions, anniversary celebrations, military events and so much more.
Overview:
Directs and coordinates and causes effective implementation of all activities for front office operations, guest service and bell-valet /parking services, reservations and telephone (PBX)- working as the ROVING MANAGER by performing the following duties personally or through subordinate supervisors and adhering to monthly budget and staffing guidelines. Ensures impact of standrads are maintained through being the "eyes of the guest" during shift. Ensures compliance with all policies, procedures and regulations. This manager monitors both Front Office productivity as well as qualitative work product maximizing the guest experience. Personally responds to and resolves guest/owner concerns and complaints when required and ensures consistency through the effective implementation of Associate training and empowerment programs. Maintains franchise compliance and compliance records.
Responsibilities:
- During shift, assumes responsibility for the asset in the absence of the Managing Director / General Manager. Works as the first responder to any critical or life safety issues.
- Oversee Valet, Door, Bell and Front Desk operations to INCLUDE the responsibility for in house training and to ENSURE the consistency of standards.
- Primary responsibility for the evening operations of the hotel and asset(s) – walks public space, provides basic coverage of/for areas.
- As the primary ROVING MANAGER this position is expected to routinely tour/inspect the property and must ensure that the “guest impact” of service standards are delivered – operates as the “eyes of the guest” for ownership during scheduled shifts.
- Seasonal – event and special function additional coverage may be required.
- Contributes to daily work assignments, projects and priorities
- Approves/Completes the previous day’s bank deposits and daily deposit summary, in assisting the shift close.
- Reviews front desk, Night Audit, and Security Logs and hotel guest service reports for any entries, guest names or issues and takes appropriate action to resolve prior to guest housing and/or arrival.
- Supervises the break schedules ensuring quality and cleanliness (see relevant SOP)
- Handles any Associate coaching/ADAP actions in accordance with Human Resources.
- Handles all guest complaints and insures that appropriate action and communication are completed and documented to insure proper resolution.
- Maintains guest services' scores at targeted levels through the implementation of Associate training and coaching session based on physical observation of work performance and complaint handling.
- Monitors that all GSA, PBX and reservations staff are using proper reservations selling technique according to approved reservations scripting and current yield management strategies.
- Ensure that all cash variances are properly explained and documented on the daily deposit summaries and payroll deductions completed if needed.
- Maintain the accuracy and timeliness of the prompt response and RIGHT … NOW program and insure that all calls are recorded properly and the response is completed to the guest's satisfaction.
- Performs check ins / check outs, valet, Empyrean and bell services as needed.
- Monitor the completion of all required statistical data reports and check lists to insure accuracy.
- Responsible for file compliance and record retention requirements. These reports will be stored in an organized manner for future review purposes.
- Maintain security of all operating, guest and parking keys and insure that proper key log sign in and sign out procedures are in place
- Be familiar with current marketing initiatives as well as insuring that all staff is equally as familiar.
- Attend weekly staff and daily revenue meetings, attends training session as scheduled.
- Maintain good communications with line level Associates, fellow departments as well as management.
- Timely resolution of all potential charge back / inquiry requests, maintain documentation as needed.
- Review all mystery call shops and review with staff. Implement action plans as needed to improve survey scores
- Maintain monthly incentive programs: Create new incentives as needed to improve guest service, sales or profitability performance
- Perform timely Associate evaluations
- Ensure proper staffing for all shifts in accordance with staffing guideline and adjust, as needed depending on demand activity
- Perform Emergency Response duties as required by this role in the Emergency Response Organizational Chart and Plan
- High School Diploma required with Bachelors Degree preferred
- Minimum 3 years experience as a supervisor/manager for the Front Desk in a major hotel.
- Demonstrated ability to work as a positive member of a leadership team, developing Associates to their maximum potential and maintaining a supportive work environment.
- Prior experience as a property level Front Office Manager preferred
- Exposure to scheduling, PO processing, time card calculations and expense control systems preferred
- Good verbal communication skills
- Excel, Word, Outlook, Access, PMS systems
- Strong organizational skills and multi tasking abilities
- Ability to respond to common inquiries or complaints from other departments, guests, regulatory agencies, or members of the business community.
- Ability to effectively present in information to top management, public groups, hotel Associates and outside agencies/authorities.
- Ability to apply mathematical operations in accomplishing job tasks.
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