Description
JOB SUMMARY
A seasoned Front Office professional with 35 years of progressive experience in upscale hospitality tasked with managing daily front desk functions ensuring consistent adherence to brand quality and enhancing guest satisfaction. Strong leadership effective team coordination and a proactive mindset toward service improvement are essential. Fluency in Arabic is a plus.
CANDIDATE PROFILE
Experience and Qualification
Minimum 35 years of progressive experience in front office operations preferably in a luxury or upscale hospitality environment.
Proven ability to lead and manage daily front office operations ensuring alignment with brand standards and guest expectations.
Strong background in budget management performance tracking and achieving departmental goals.
Skilled in staff supervision including scheduling coaching and performance management to ensure optimal service delivery.
Demonstrated success in guest satisfaction strategies with a proactive approach to handling feedback complaints and service recovery.
Excellent organizational and planning skills with the ability to prioritize tasks and develop actionable goals.
Well-versed in brand standards with a commitment to maintaining a high level of service consistency across all front office touchpoints.
Strong interpersonal and communication skills capable of motivating teams conducting effective meetings and driving results.
Ability to act as a service champion fostering a positive and guest-centric atmosphere throughout the front office.
Experience in analyzing guest feedback identifying areas for improvement and implementing service enhancements.
Arabic speaking is an advantage enhancing communication with a diverse guest demographic and supporting regional service excellence.
CORE WORK ACTIVITIES
Maintaining Guest Services and Front Desk Goals
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.
Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.
Supervises staffing levels to ensure that guest service operational needs and financial objectives are met.
Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations recognizes performance and produces desired results.
Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Supporting Management of Front Desk 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 building mutual trust respect and cooperation among team members.
Serving 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.
Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
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.
Responds to and handles guest problems and complaints.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback to individuals.
Interacts with customers to obtain feedback on quality of product service levels and overall satisfaction.
Ensures employees understand customer service expectations and parameters.
Interacts with guests to obtain feedback on product quality and service levels.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing Projects and Policies
Implements the customer recognition/service program communicating and ensuring the process.
Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Supervises same day selling procedures to maximize room revenue and control property occupancy.
Supervises daily Front Desk shift operations and ensures compliance with all 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.
Supporting Human Resource Activities
Supports the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.
Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
Participates in employee progressive discipline procedures.
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.
Performs all duties at the Front Desk as necessary.
Runs Front Desk shifts whenever necessary.
Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
IC
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