Manager of Front Office - JW Marriott Desert Springs Resort & Spa - (20019984)
Company: Marriott International, Inc.
Posted on: February 16, 2020
Here's To Your Journey with JW Marriott Marriott International
portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott Internationals flagship brand with more
than 500 global locations, is advancing the art of hosting so that
our guests can travel brilliantly. As a host with Marriott Hotels,
you will help keep this promise by delivering premium choices,
sophisticated style, and well-crafted details. With your skills and
imagination, together we will innovate and reinvent the future of
travel. JW Marriott is part of Marriott International''s luxury
portfolio and consists of more than 80 beautiful properties in
gateway cities and distinctive resort locations around the world.
JW believes our associates come first. Because if youre happy, our
guests will be happy. Its as simple as that. Our hotels offer a
work experience unlike any other, where youll be part of a
community and enjoy a true camaraderie with a diverse group of
co-workers. JW creates opportunities for training, development,
recognition and most importantly, a place where you can really
pursue your passions in a luxury environment. Treating guests
exceptionally starts with the way we take care of our associates.
Thats The JW Treatment. The JW Marriott Desert Springs Resort &
Spa, located at 74855 Country Club Drive, Palm Desert, California,
92260 is currently hiring a Manager of Front Office.
Responsibilities include: Responsible for all front office
functions and staff. Areas of responsibility include Bell Staff,
Switchboard Operations, Guest Services/Front Desk and Retail/Gift
Shop, as applicable. 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. CANDIDATE
PROFILE Education and Experience High school diploma or GED; 4
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; 2 years experience in the guest
services, front desk, or related professional area. CORE WORK
ACTIVITIES Leading Guest Services 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 builds mutual
trust, respect, and cooperation among team members. 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.
To apply now, go to:
Marriott International is consistently recognized as an employer of
choice globally by FORTUNE magazine, DiversityInc and Great Places
to Work Institute, among others. Visit www.marriott.com/careers to
learn more about our workplace culture and career opportunities.
Chat, engage and follow us on social media.
http://www.instagram.com/marriottcareers @lifeatmarriott on
Snapchat So, we ask, where will your journey take you? Additional
Location - Indian Wells, California; Palm Desert, California; La
Quinta, California; Rancho Mirage, California; Palm Springs,
California Marriott International is an equal opportunity employer
committed to hiring a diverse workforce and sustaining an inclusive
culture. Marriott International does not discriminate on the basis
of disability, veteran status or any other basis protected under
federal, state or local laws.
Keywords: Marriott International, Inc., Hemet , Manager of Front Office - JW Marriott Desert Springs Resort & Spa - (20019984), Administration, Clerical , Hemet, California
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