Assistant Front Office Manager

Position Summary

The Assistant Front Office Manager is responsible for leading in the direction and administration of Front Office operations in the hotel's effort to deliver outstanding guest service and financial profitability. This position requires the ability to provide an exceptional first impression to our guests and have a natural passion for delivering flawless service, while maintaining the ability to hold associates accountable to the highest standards and expectations upheld by the JW Marriott brand.

Responsibilities:

• Assist in the leadership of all Front Office operations to include, but not limited to; guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, drive loyalty via Marriott Rewards Enrollments plan, drive Make a Green Choice conservation efforts, Marriot brand policy and procedure implementation and execution.
• Display a positive, hands-on leadership style to attract, retain and motivate the associates; hire, train, empower, coach and counsel, conduct performance, resolve problems, provide open communications
• Monitor and develop team member performance to include, but not limited to: Conducting one-on-one meetings, reward, coach and counsel team members' performance and provide timely constructive feedback and necessary re-training, address team members' concerns
• Conduct on-the-spot role-playing to evaluate quality and service, spot-check team members regularly insuring all guest service programs are being utilized during shifts
• Provide the leadership, vision and direction to bring together and prioritize the departmental goals creatively to generate results
• Assist in monitoring and assessing service and satisfaction trends, via Medallia surveys, evaluate and address issues and make improvements immediately
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies, and Marriott initiatives
• Participate in required M.O.D. program as scheduled
• Maximize room occupancy and revenue with sell-out efficiencies, apply up-selling techniques to promote JW Marriott Nashville services and facilities, implement oversell strategies
• Act as Manager On Duty for the hotel, handle guest concerns, problem solving, provide service recoveries, address disturbances, facilitate special requests
• Hold a huddle/pre-shift meeting with staff daily, review surveys, shift report logs, daily events, incoming arrivals and groups in-house
• Conduct effective monthly communication meetings and produce meeting minutes
• Prepared weekly department schedule, insure shifts are appropriately covered with adequate staff, based on business volumes, during peak periods and high occupancies
• Conduct frequent hospitality audits, according to Brand Standard Audit format (BSA), to ensure the staff is conducting themselves in the manner that reflects highly for the department
• Performs other duties are required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications:

• Ability to speak, read, write and understand English
• Professional demeanor appropriate for a luxury environment
• Minimum of two (2) years hotel experience in Front Office and or Reservation Department
• Minimum of one (1) year supervisory experience in a high volume hotel preferred
• Excellent interpersonal, management, communication, and training skills are essential
• Positive attitude, team focus, enthusiasm, excellent customer service skills
• Ability to work a flexible schedule, including evenings, weekends and holidays, according to department needs

Education:

• Degree in Hotel / Hospitality Administration from a recognized University/College/Polytechnic Institute preferred

Requirements:

• Must be able to stand, walk, sit
• Must be able to stand for long periods of time
• Must be able to bend, stoop, crouch
• Must use hands to reach, grasp, handle, pull and push
• Must have good near and far vision
• Must be able to hear, talk, smell
• Move and transport supplies and equipment weighing up to 100 pounds
• Reach overhead and bend from floor to and including ceiling
• Climb stairs and ladders
• Eye/hand coordination and manual dexterity
• Ability to distinguish letters, symbols, and colors