Front Desk Manager (Overnight) - Gaylord Palms Resort & Convention Center (21148643)
Company: Marriott International, Inc.
Posted on: January 16, 2022
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Gaylord Palms Resort & Convention Center located at 6000 W. Osceola
Parkway, Kissimmee, FL, 34746 is hiring a Front Desk Manager
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.
Education and Experience
High school diploma or GED; 2 years experience in the guest
services, front desk, or related professional area.
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
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
Understands the impact of departments operations on the overall
property financial goals and objectives and manages to achieve or
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
Interacts with customers to obtain feedback on quality of product,
service levels and overall satisfaction.
Ensures employees understand customer service expectations and
Interacts with guests to obtain feedback on product quality and
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
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
Participates in employee progressive discipline procedures.
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.
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Additional Location(s): Orlando, Florida; Kissimmee, Florida
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.
Keywords: Marriott International, Inc., Orlando , Front Desk Manager (Overnight) - Gaylord Palms Resort & Convention Center (21148643), Executive , Orlando, Florida
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