Assistant Manager - Front Desk

Marriott International

Full-time - Entry Level

Accommodation

About the position

This entry-level management position is responsible for leading and assisting with the successful completion of daily shift requirements in front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role focuses on ensuring guest and employee satisfaction while achieving the operating budget, and involves completing financial and administrative responsibilities.

Responsibilities

• Lead and assist with daily shift requirements in front office areas.
• Ensure guest and employee satisfaction and achieve operating budget.
• Support day-to-day operations of the Front Desk team.
• Coach, counsel, and encourage employees to improve performance.
• Handle employee questions and concerns effectively.
• Guide daily Front Desk shift operations and communicate performance expectations.
• Manage day-to-day operations to meet customer quality standards.
• Develop specific goals and plans to prioritize and organize work.
• Handle complaints and resolve grievances and conflicts.
• Supervise staffing levels to meet guest service and operational needs.
• Train staff on credit policies and procedures to reduce bad debts.
• Supervise same-day selling procedures to maximize revenue.
• Provide exceptional customer service and handle guest complaints.
• Implement customer recognition/service programs and review guest satisfaction results.
• Identify developmental needs of team members and provide coaching.
• Participate in employee performance appraisal processes.

Requirements

• High school diploma or GED with 2 years of experience in guest services or related area, or a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with no work experience required.
• Strong interpersonal and communication skills to lead and influence others.
• Ability to manage day-to-day operations and ensure quality standards are met.

Nice-to-haves

• Experience in hospitality or front desk operations.
• Knowledge of financial and administrative responsibilities in a hotel setting.

Benefits

• Diverse workforce and inclusive culture.
• Opportunities for personal and professional development.