Front Desk Manager Marriott International

OUR EXPECTATIONS FROM THE ROLE:

• Manage all front desk operations to ensure that all hotel policies, procedures, regulations and standards are followed.
• Ensure front desk operations are run smoothly and in a professional manner at all times.
• Perform all front desk related responsibilities and duties when assigned or required.
• Ensure appropriate and adequate training of all front desk associates and supervisors including all on-the-job, off-the-job and 15min training.
• Be familiar with Hotel services, operational hours and ongoing promotions.
• Have a thorough knowledge of JW Marriott Marquis Dubai products and services.
• Be fully aware of the Marriott Brand standard compliance requirements for all front office sections.
• Maintain good working relationship with all hotel departments.
• Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
• Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes.
• Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
• Demonstrate and promote quality awareness amongst front office team. Seek ways to improve and maintain guest satisfaction scores for all front desk associates.
• Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.
• Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
• Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.
• Have thorough knowledge of operational requirements for the front desk area.
• Be familiar and promote Marriott Bonvoy Program and encourage all front office associates in order to achieve monthly target.
• Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments.
• Have a thorough knowledge of OPERA, MARSHA, IMS, GXP and other front office related operational software.
• Be familiar with all S.O.P.s and L.S.O.P.s relating to the front office operations be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
• Support and practice Empowerment within front office
• Ensure that each associate has a development plan and trained accordingly
• Be able to work various shifts around the business needs to assist all front office sections.
• Identify and resolve guests problems efficiently and resolve to the guest satisfaction
• Ensure that LEARN and 5W s methods are followed whilst dealing with constructive guest feedback and ensure that all concerned application are filled and concerned departments are informed
• Have a thorough knowledge of all Emergency Procedures
• Supervise guest registration and all relevant registration details required by the UAE law.
• Assuring that all front desk associates are continually updated with hotel rates, packages and discounts regularly conduct PCI audits in order to ensure compliance according to Marriott International standards.
• Be security conscious at all times and inform Manager on Duty of anything suspicious.
• Identify guest service shortages and recommend improvements accordingly.
• Ensure all front desk associates have a clear guidelines and direction to perform their daily duties
• Report to work on time with proper uniform, including name tag. Personal appearance and other grooming standards must comply with the standard of the hotel.
• Develop knowledge about frequent guests and their special requests and needs. Ensure the information is updated and maintained in guest profiles accordingly.
• Utilizing all available resources, follow up on previous shift requests and pending issues.
• Each associate is expected to carry out, within their capabilities, all reasonable requests by management
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