Front Office Manager - Courtyard by Marriott

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Job description

Models positive guest service for all associates by aiding in providing a warm and comfortable stay for all guests. Manages and coordinates the activity of the front desk staff daily to ensure productivity of the team and that all tasks are completed timely and accurately.

Responsibilities

-Manages all areas of the Front Office.
-To provide a personal & attentive service to guests to make each guest feel special.
-Lead, motivate & encourage the associates we manage
-Work towards the achievement of department and personal goals.
-Manages staffing levels to ensure that guest service, operational needs and financial objectives are met.
-Manages the daily operations of Guest Services.
-Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
-To take full responsibility for the guestVoice Program by handling replies and in particular guestVoice alerts.
-Understand fully the Marriott BonVoy Program & make sure it is handled properly throughout the hotel.
-Performs all duties at the Front Desk as necessary.
-Manages daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
-Maintain positive employee relations and ensure adherence to guarantee of fair treatment. Be focused on Employee engagement and increasing motivation within the department and the hotel.
-Completes and maintains all required Front Desk shift reports and paperwork.
-Manages and expedites lobby traffic to speed the arrival and departure process.
-Operates all department equipment as necessary and reports malfunctions.
-Orders associate uniforms and ensure uniforms are properly inventoried and maintained.
-Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
-Understands night audit procedures and is able to comprehend and utilize reports as necessary.
-Helps train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures.
-Participates as needed in the investigation of associate and guest accidents.
-Understands and complies with loss prevention policies and procedures.
-Co-ordinate & oversee special set-ups in guestrooms and ensure departments or guests are charged accordingly.
-Prepare welcome letters or cards.
-Inspect VIP rooms prior to arrival.
-Check arrival lists daily for special arrivals or for any particular requirements. Conduct pre-arrival planning to ensure personal requests are met and the guests experience a smooth check in process.
-Be present in the lobby area to assist guests and to be responsible for Lobby Hosting, also to be highly visible in guest contact areas.
-Keep a complete guest history system in order to recognize repeat guests and to co-ordinate the repeat guest program, also to ensure amenities are constantly updated in guests profiles.
-To oversee the smooth running of the whole hotel by liaising with all departments.
-Ensure a high standard of personal appearance is achieved by having correct uniforms and name tags.
-Attend regular scheduled meeting such as daily morning meetings, reception shift briefs and to conduct regular meeting within the departments we are responsible for.
-Be able to work flexible hours when & as required.
-Have a working knowledge of the emergency procedures and work closely with security department.
-Take full responsibility as Manager on Duty for the whole hotel at all times. Log incidents as they occur and ensure follow up is completed.
-To be fully involved in training new associates and ensuring associates are performing to the required brand standards.
-Update all complaints, issues or problems in guest profiles to ensure total communication.
-Be familiar with all-special rate packages and programs such as the weekend package.
-To be fully involved in ongoing initiative training.