receptionist

front desk receptionist

hr assistant

front office manager

sales agent

hotel front desk agent

Grand Central Hotel

Our hotel is looking for a Receptionist for our Front Office team. He/She will welcome guests, do check-ins and check-outs, deal with guest queries and provide prompt and professional guest service. Attend to guest requirements and ensure complete guest satisfaction.RECEPTIONIST DUTIES &amp; RESPONSIBILITIES:<ul><li>Welcome and greet guests in a friendly demeanor</li><li>Inform guests about the hotel rates and services</li><li>Sales of rooms through walk-ins and phone queries</li><li>Ensure proper room allocation</li><li>Register, check-in and check-out guests</li><li>Listen and respond to guest queries and requests both in-person and on phone</li><li>Liaise with necessary staff including housekeeping and maintenance to address any issues or complaints made by guests</li><li>Maintain a neat and orderly front desk and reception area</li></ul>QUALIFICATION AND WORK EXPERIENCE:<ul><li>2 - 3 years of practical experience in front office position in a hotel in UAE, preferably Dubai</li><li>good oral and written communication skills</li><li>strong working knowledge of relevant computer software including MS Office, Opera PMS and payment systems</li><li>strong presentation and platform skills and friendly demeanor</li></ul>Job Type: Full-timePay: AED1,500.00 - AED1,800.00 per monthWork Location: In person

Hotel Receptionist

Golden Sands Hotel Apartments

Skills Required:Must have a proven work experience as a Receptionist, Front Office Representative or similar roleMust have an excellent spoken and written communication skills.Must have an excellent customer service skills.Must have professional attitude and appearanceMust have an excellent organizational skillsMust have ability to be resourceful and proactive when issues ariseMust have a professional phone demeanor, hands-on experience with office equipment (e.g. fax machines and printers)Must have strong computer software proficiency.Must have multitasking and time-management skills, with the ability to prioritize tasksMust be able to handle cash and credit transactions.Must have ability to maintain calm, polite, and patient in stressful situations.As a Receptionist, you will be the first point of contact for our company. Our Receptionist&rsquo;s duties include offering administrative support across the organization. You will welcome guests and greet people who visit the business. You will also coordinate front-desk activities, including distributing correspondence and redirecting phone calls.To be successful as a Receptionist, you should have a pleasant personality, as this is also a customer service role. You should also be able to deal with emergencies in a timely and effective manner, while streamlining office operations. Multitasking and stress management skills are essential for this position. This role require working in shifts, so flexibility is a plus.Ultimately, a Receptionist&rsquo;s duties and responsibilities are to ensure the front desk welcomes guests positively, and executes all administrative tasks to the highest quality standards.Duties &amp; Responsibilities:&middot; Greet and welcome guests as soon as they arrive at the front desk, recognized and maintain eye contact in accordance with hotel Brand service standards and the goals of GSHA.&middot; Demonstrate comprehensive knowledge of Front Office procedures and computer system.&middot; Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction.&middot; Anticipate guest&rsquo;s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.&middot; Use guest name whenever possible in accordance with hotel standards.&middot; Be familiar with all room types, availability, rates, group movements, billing, daily events, promotions, VIP&rsquo;s.&middot; Handling guest messages, facsimiles, and mail, ensuring that the information is passed on is accurate, complete, and promptly delivered.&middot; Convey information and messages to appropriate personnel in a timely and efficient manner.&middot; Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.&middot; Be aware of facilities and points of interest within Dubai and surrounding areas to assist with any guest inquiries.&middot; Ensure all necessary information is obtained upon check-in, following hotel credit procedures.&middot; Be familiar with all vouchers and group billing procedures.&middot; Adhere to hotel credit procedures and policies at all times.&middot; Handle the guest checkout process, ensuring billing processes and manual postings are conducted in accordance with hotel standards.&middot; Maintain cash float and accurately handle money at all times.&middot; Be fully conversant and efficient in dealing with foreign currencies and their exchange rates in order to provide foreign exchange services to guests.&middot; Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly.&middot; Maintain a clean and tidy work area in accordance with the hotel standards.&middot; Adhere to hotel policy regarding uniform and personal presentation.&middot; Ensure that your Manager is informed immediately of any emergency, security or health &amp; safety matter.&middot; Perform any additional duties as requested by Hotel Management.Pay: From AED10,000.00 per monthWork Location: In person

Receptionist (Emirati national only)

Marriott International

<div>Additional Information 
Job Number26105695 
Job CategoryRooms &amp; Guest Services Operations 
LocationAl Emreef Street, Dubai, United Arab Emirates, United Arab Emirates 
ScheduleFull Time 
Located Remotely?N 
Position Type Management 
<div><div>JOB SUMMARY 
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. 
CANDIDATE PROFILE 
Education and Experience
<ul><li>High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.</li></ul>
OR
<ul><li>2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.</li></ul> 
CORE WORK ACTIVITIES 
Maintaining Guest Services and Front Desk Goals
<ul><li>Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.</li></ul>
<ul><li>Develops specific goals and plans to prioritize, organize, and accomplish your work.</li></ul>
<ul><li>Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.</li></ul>
<ul><li>Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.</li></ul>
<ul><li>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.</li></ul>
<ul><li>Understands the impact of department&rsquo;s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.</li></ul> 
Supporting Management of Front Desk Team
<ul><li>Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.</li></ul>
<ul><li>Encourages and building mutual trust, respect, and cooperation among team members.</li></ul>
<ul><li>Serving as a role model to demonstrate appropriate behaviors.</li></ul>
<ul><li>Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.</li></ul>
<ul><li>Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.</li></ul>
<ul><li>Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.</li></ul> 
Ensuring Exceptional Customer Service
<ul><li>Provides services that are above and beyond for customer satisfaction and retention.</li></ul>
<ul><li>Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.</li></ul>
<ul><li>Responds to and handles guest problems and complaints.</li></ul>
<ul><li>Sets a positive example for guest relations.</li></ul>
<ul><li>Empowers employees to provide excellent customer service.</li></ul>
<ul><li>Observes service behaviors of employees and provides feedback to individuals.</li></ul>
<ul><li>Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.</li></ul>
<ul><li>Ensures employees understand customer service expectations and parameters.</li></ul>
<ul><li>Interacts with guests to obtain feedback on product quality and service levels.</li></ul>
<ul><li>Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.</li></ul> 
Managing Projects and Policies
<ul><li>Implements the customer recognition/service program, communicating and ensuring the process.</li></ul>
<ul><li>Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.</li></ul>
<ul><li>Supervises same day selling procedures to maximize room revenue and control property occupancy.</li></ul>
<ul><li>Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.</li></ul>
<ul><li>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.</li></ul> 
Supporting Human Resource Activities
<ul><li>Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.</li></ul>
<ul><li>Solicits employee feedback, utilizes an &ldquo;open door&rdquo; policy and reviews employee satisfaction results to identify and address employee problems or concerns.</li></ul>
<ul><li>Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.</li></ul>
<ul><li>Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.</li></ul>
<ul><li>Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.</li></ul>
<ul><li>Participates in employee progressive discipline procedures.</li></ul> 
Additional Responsibilities
<ul><li>Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.</li></ul>
<ul><li>Analyzes information and evaluating results to choose the best solution and solve problems.</li></ul>
<ul><li>Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.</li></ul>
<ul><li>Performs all duties at the Front Desk as necessary.</li></ul>
<ul><li>Runs Front Desk shifts whenever necessary.</li></ul>
<ul><li>Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.</li></ul></div><div> 
</div>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 celebrated. Our 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.
The Luxury Collection Hotels &amp; Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand &ndash; a collection of Europe's most celebrated and iconic properties &ndash; serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler. 
<div>
 
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale &ndash; a portal to the destination&rsquo;s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div></div>

Front Office Manager

Hilton

<div>The Director of Front Office oversees all operational aspects of the Front Office Department, including Front Desk, Concierge, Personal Concierge and Personal Assistant services. This role ensures a seamless guest experience that aligns with the Forbes Travel Guide Five-Star standards. Reporting directly to the Director of Operations, the role is responsible for the smooth operation of the entire Front Office department, maintaining luxury guest experiences and inspiring a highly skilled team to deliver refined, personalized, and memorable services. With a strong emphasis on the guest journey and luxury service, the Director of Front Office ensures that every detail contributes to establishing the Front Office as a sanctuary of excellence within the hotel.</div>
 <div>What will I be doing?
 
As a Director of Front Office, you are responsible for overseeing all Front Office operations and leading the department to deliver an exceptional and personalized guest experience in line with brand standards, Forbes Travel Guide requirements, and luxury hospitality expectations. You will also be accountable for achieving revenue objectives, managing guest feedback, and driving continuous service excellence. Your key responsibilities include, but are not limited to, the following:
Operational Responsibilities
<ul><li>Oversee the day-to-day operations of the Front Office department, including Front Desk, Concierge, Personal Concierge, Personal Assistant services, guest journey management, valet services, and traffic movement, ensuring seamless, elevated service delivery at all times.
</li><li>Lead and manage Front Office systems, including OnQ, ensuring accuracy of check-in and check-out processes, reporting, KPIs, and monitoring daily arrival and departure movements.
</li><li>Manage Synergy and Kipsu platforms, ensuring all processes are followed in accordance with brand and company standards.
</li><li>Oversee all financial and transactional activities within the Front Office, ensuring compliance with internal controls and audit requirements.
</li><li>Ensure all administrative duties are completed daily, weekly, and monthly in line with company standards.
</li><li>Manage room allocations in accordance with guest preferences, profiles, and arrival times to maximize satisfaction and loyalty.
</li><li>Coordinate closely with Housekeeping and other operational departments to ensure smooth arrivals, departures, and room readiness.
</li><li>Drive performance against established targets, including Hilton Honors enrollments, upselling initiatives, and guest engagement metrics.
</li><li>Ensure guest arrival and departure experiences are consistently in line with Forbes Travel Guide standards.
</li>Ensure clear, effective, and consistent communication between team members and leadership to support operational alignment and engagement. 
<li>
 
</li></ul>People &amp; Leadership
<ul><li>Inspire and motivate the team to consistently deliver exceptional service and the highest standards of hospitality.
</li><li>Recognize and reward strong performance by managing a team member recognition program in line with company expectations.
</li><li>Recruit Front Office team members and leaders in accordance with company policies and statutory requirements.
</li><li>Proactively address underperformance through coaching and discussions, and where necessary, initiate formal disciplinary procedures in line with HR policies.
</li><li>Ensure vacation planning is completed, regularly updated, and aligned with operational and business requirements.
</li><li>Support succession planning by setting clear KPIs, maintaining training calendars, overseeing appraisals, and providing ongoing feedback and coaching.
</li>Ensure all Front Office team members consistently maintain a neat, clean, and well-groomed appearance in accordance with brand standards. 
<li>
</li></ul> 
Financial Responsibilities
<ul><li>Manage the Front Office departmental financial targets and P&amp;L, including upselling forecasts and accruals.
</li><li>Monitor and control departmental expenses to ensure alignment with approved budgets.
</li>Oversee all financial transactions, risk management, and audit requirements, ensuring full compliance with company policies and controls. 
<li>
</li></ul> 
Commercial Responsibilities
<ul><li>Manage all incremental revenue through effective guidance and coaching on room and breakfast upselling strategies.
</li><li>Ensure the consistent promotion and recommendation of hotel facilities and services to maximize overall hotel revenue.</li></ul></div>
 <div>What are we looking for?
The Director of Front Office for the Waldorf Astoria Dubai International Financial Centre is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the below skills and characteristics:
<ul><li>Previous experience as Director of Front Office in a luxury hotel brand
</li><li>Strong leadership and communication skills with a passion for delivering exceptional guest service.
</li><li>Exceptional professional presence, supported by impeccable grooming standards
</li><li>Excellent people management skills
</li><li>Solid knowledge of Forbes Standards
</li><li>Flexibility to respond to a range of different work situations.
</li><li>Solid track record in maximizing guest satisfaction scores
</li><li>Strong knowledge of the local UAE market
</li>Proficiency with computers and computer programs, including Microsoft Word, PowerPoint 
<li>
</li></ul> 
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
<ul><li>Experience working with Forbes Standards
</li><li>Previous experience in UAE
</li>Relevant qualifications and educational background 
<li>
 
</li></ul>What will it be like to work for Waldorf Astoria Hotels &amp; Resorts?
Waldorf Astoria provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates a singular experience. If you understand the value of personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for!</div>
 <div><div><div>Join an Award-Winning Workplace Culture
 
</div><div>At Hilton, we don&rsquo;t just deliver exceptional experiences for our guests&mdash;we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we&rsquo;ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
</div><div>Our award-winning culture has earned us repeated recognition on the World&rsquo;s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we&rsquo;re setting new standards for the future of travel.
</div><div>Whether you&rsquo;re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career&mdash;and help us make every stay a little more magical.
</div></div><div>Curious about life at Hilton? Explore our Careers Blog to see why we&rsquo;re more than a great place to stay&mdash;we&rsquo;re a great place to work.</div></div>

Director of Front Office at Waldorf Astoria Dubai International Financial Centre

<div>Additional Information 
Job Number26094272 
Job CategoryProcurement, Purchasing, and Quality Assurance 
LocationMarasi Drive, Dubai, United Arab Emirates, United Arab Emirates, 191984 
ScheduleFull Time 
Located Remotely?N 
Position Type Management 
<div><div>JOB SUMMARY 
Implements quality assurance processes and verifies training and development activities are strategically linked to the company&rsquo;s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change. 
CANDIDATE PROFILE 
Education and Experience
<ul><li>2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.</li></ul>
OR
<ul><li>4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.</li></ul> 
Essential Experience
<ul><li>Experience and/or knowledge of hotel business.</li></ul>
<ul><li>Ability to understand quality management practices and teaches to others.</li></ul>
<ul><li>Ability to understand data collection methods.</li></ul>
<ul><li>Knowledge of budget preparation and the control of costs.</li></ul>
<ul><li>Working knowledge of statistical measurement tools.</li></ul>
<ul><li>Effective presentation skills.</li></ul>
<ul><li>Detail orientation and analytical</li></ul>
Desirable Experience
<ul><li>Operations background &ndash; depending on hotel facilities, a rooms or f&amp;b background may be preferred</li></ul>
<ul><li>Previous training in guest relations.</li></ul>
<ul><li>Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications.</li></ul>
<ul><li>Experience/trained in Six Sigma or TQM</li></ul> 
CORE WORK ACTIVITIES 
Managing Quality Assurance Goals
<ul><li>Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.</li></ul>
<ul><li>Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.</li></ul>
<ul><li>Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.</li></ul>
<ul><li>Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.</li></ul>
<ul><li>Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.</li></ul>
<ul><li>Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.</li></ul>
<ul><li>Immerses in operations to better understand issues/defects faced on the ground.</li></ul>
<ul><li>Drives several initiatives for business standard audits and guestvoice.</li></ul>
<ul><li>Conducts monthly audit to verify compliance with company and brand standards.</li></ul>
<ul><li>Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.</li></ul>
<ul><li>Directs property quality efforts to address critical customer requirements.</li></ul>
<ul><li>Completes other reasonable duties as requested by leadership.</li></ul> 
Executing Quality Training Programs
<ul><li>Partners with Learning &amp; Development (L&amp;D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.</li></ul>
<ul><li>Develops specific training designed to improve service performance.</li></ul>
<ul><li>Drives brand values and philosophy in all training and development activities.</li></ul>
<ul><li>Partners with L&amp;D team to verify transfer of learning in the hotel/classroom takes place.</li></ul>
<ul><li>Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.</li></ul>
<ul><li>Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.</li></ul> 
Managing Quality Tools
<ul><li>Verifies that management practices at all levels are aligned with quality tools.</li></ul>
<ul><li>Verifies the tools for continuous improvements are in place and being utilized.</li></ul>
<ul><li>Uses data collection methods to identify, compile, display, track, and analyze defect trends.</li></ul> 
Managing the Guest Experience
<ul><li>Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.</li></ul>
<ul><li>Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.</li></ul>
<ul><li>Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.</li></ul>
<ul><li>Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).</li></ul></div><div> 
</div>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 celebrated. Our 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.
Combining timeless glamour with a vanguard spirit, St. Regis Hotels &amp; Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div>

Director of Quality and Training - The St. Regis Downtown Dubai

DoubleTree by Hilton Port Saeed

Role DescriptionThis is a full-time, on-site Reservations Agent role based in Dubai. The Reservations Agent will handle incoming calls and online inquiries, provide accurate information about availability, rates, and services, and create or modify reservations in the system. Responsibilities include confirming bookings, processing changes or cancellations, coordinating with reception and other departments, and maintaining up-to-date records. The role involves managing guest queries, resolving issues in a professional manner, following established procedures, and ensuring that each interaction reflects high standards of customer service.<ul><li>Qualifications</li><li>Strong customer service skills, with experience handling guest inquiries and resolving concerns professionally and courteously.</li><li>Proficiency in phone etiquette and communication, including clear spoken English and active listening skills.</li><li>Hands-on experience with reservations processes, booking systems, and basic administrative tasks related to guest bookings.</li><li>Familiarity with receptionist duties, such as managing front desk communications, coordinating with other departments, and maintaining organized records.</li><li>Ability to work on-site in Dubai, with flexibility to work shifts, weekends, and holidays as needed.</li><li>Basic computer literacy and comfort using reservation or property management software; prior hospitality experience is an advantage.</li><li>Attention to detail, strong time management, and the ability to handle multiple requests accurately in a fast-paced environment.</li></ul>Work Location: In person

Reservations Agent

<div>Additional Information 
Job Number26105062 
Job CategoryRooms &amp; Guest Services Operations 
LocationWest Crescent, Dubai, United Arab Emirates, United Arab Emirates 
ScheduleFull Time 
Located Remotely?N 
Position Type Management 
<div><div>JOB SUMMARY 
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. 
CANDIDATE PROFILE 
Education and Experience
<ul><li>High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.</li></ul>
OR
<ul><li>2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.</li></ul> 
CORE WORK ACTIVITIES 
Maintaining Guest Services and Front Desk Goals
<ul><li>Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.</li></ul>
<ul><li>Develops specific goals and plans to prioritize, organize, and accomplish your work.</li></ul>
<ul><li>Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.</li></ul>
<ul><li>Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.</li></ul>
<ul><li>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.</li></ul>
<ul><li>Understands the impact of department&rsquo;s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.</li></ul> 
Supporting Management of Front Desk Team
<ul><li>Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.</li></ul>
<ul><li>Encourages and building mutual trust, respect, and cooperation among team members.</li></ul>
<ul><li>Serving as a role model to demonstrate appropriate behaviors.</li></ul>
<ul><li>Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.</li></ul>
<ul><li>Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.</li></ul>
<ul><li>Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.</li></ul> 
Ensuring Exceptional Customer Service
<ul><li>Provides services that are above and beyond for customer satisfaction and retention.</li></ul>
<ul><li>Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.</li></ul>
<ul><li>Responds to and handles guest problems and complaints.</li></ul>
<ul><li>Sets a positive example for guest relations.</li></ul>
<ul><li>Empowers employees to provide excellent customer service.</li></ul>
<ul><li>Observes service behaviors of employees and provides feedback to individuals.</li></ul>
<ul><li>Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.</li></ul>
<ul><li>Ensures employees understand customer service expectations and parameters.</li></ul>
<ul><li>Interacts with guests to obtain feedback on product quality and service levels.</li></ul>
<ul><li>Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.</li></ul> 
Managing Projects and Policies
<ul><li>Implements the customer recognition/service program, communicating and ensuring the process.</li></ul>
<ul><li>Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.</li></ul>
<ul><li>Supervises same day selling procedures to maximize room revenue and control property occupancy.</li></ul>
<ul><li>Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.</li></ul>
<ul><li>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.</li></ul> 
Supporting Human Resource Activities
<ul><li>Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.</li></ul>
<ul><li>Solicits employee feedback, utilizes an &ldquo;open door&rdquo; policy and reviews employee satisfaction results to identify and address employee problems or concerns.</li></ul>
<ul><li>Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.</li></ul>
<ul><li>Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.</li></ul>
<ul><li>Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.</li></ul>
<ul><li>Participates in employee progressive discipline procedures.</li></ul> 
Additional Responsibilities
<ul><li>Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.</li></ul>
<ul><li>Analyzes information and evaluating results to choose the best solution and solve problems.</li></ul>
<ul><li>Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.</li></ul>
<ul><li>Performs all duties at the Front Desk as necessary.</li></ul>
<ul><li>Runs Front Desk shifts whenever necessary.</li></ul>
<ul><li>Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.</li></ul></div><div> 
</div>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 celebrated. Our 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.
W Hotels&rsquo; mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We&rsquo;re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests&rsquo; passions to life. If you are original, innovative, and always looking towards the future of what&rsquo;s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div>

Welcome Office Manager

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