Front Desk Manager

Job Number 24025803 Job Category Rooms Guest Services Operations Location Al Samriya Doha Autograph Collection Al Shahaniya Doha Qatar Qatar VIEW ON MAP Schedule Full-Time Located Remotely N Relocation N Position Type Management

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

• 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 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 financialbusiness decision making demonstrates honestyintegrity 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 recognitionservice 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 andor 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

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

The Autograph Collection is a growing collection of four and five-star independent hotels each offering unique and memorable experiences Each hotel is thoughtfully chosen for its quality originality bold character and ability to offer todays traveler a range of unique experiences suited to their individual sense of style and adventure All Autograph Collection hotels look to attract The Individualist the brands target consumer The Individualist is someone who uses travel as an opportunity to add to their personal narrative in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest In joining Autograph Collection you join a portfolio of brands with Marriott International Be where you can do your best work

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