Assistant Front Desk Manager

Job Number ‎23127858
Job Category Rooms & Guest Services Operations
Location The Ritz-Carlton Dubai, Al Mamsha Street, Dubai, United Arab
Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

Entry level management position that is responsible for leading and assisting
with the successful completion of daily shift requirements. Front office areas
include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to
ensure guest and employee satisfaction and achieve the operating budget.
Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education and Experience
* High school diploma or GED; ‎2 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; no work experience required.

CORE WORK ACTIVITIES

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.
* Serves as a role model to demonstrate appropriate behaviors.
* Supports all day-to-day operations.
* Understands employee positions well enough to perform duties in employees' absence.
* Coaches, counsels, and encourages employees.
* Handles employee questions and concerns.
* Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
* Guides daily Front Desk shift operations.
* Communicates performance expectations to employees in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward 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.
* Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
* Strives to improve service performance.
* Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
* Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
* Supervises same day selling procedures to maximize room revenue and property occupancy.
* Understands the impact of Front Desk operations on the overall property financial goals and objectives.

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.
* Sets a positive example for guest relations.
* Empowers employees to provide excellent customer service within guidelines.
* Handles guest problems and complaints seeking assistance from supervisor as necessary.
* Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies
* Implementing the customer recognition/service program, communicating and ensuring the process.
* Assists in the review of comment cards and guest satisfaction results with employees.
* Ensures employees have the proper supplies and uniforms.
* Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities
* Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
* Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
* Provides feedback to individuals based on observation of service behaviors.
* Participates in an ongoing employee recognition program.
* Conducts training when appropriate.
* Participates in the employee performance appraisal process.

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 updating the executives, the peers, and the subordinates on relevant information in a timely manner.
* Performs all duties at the Front Desk as necessary.
* Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
* Complies with loss prevention policies and procedures.

Marriott International is an equal opportunity employer. We believe in hiring
a diverse workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable law.