Job Description

JOB SUMMARY Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities. CANDIDATE PROFILE Education and Experience . High school diploma or GED 2 years experience in the guest services, front desk, or related professional area. OR . 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 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. . Serves as a role model to demonstrate appropriate behaviors. . Supports all day-to-day operations. . Understands employee positions well enough to perform duties in employees\' absence. . Coaches, counsels and encourages employees. . Handles employee questions and concerns. . Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager. . Guides daily Front Desk shift operations. . Communicates performance expectations to employees in accordance with job descriptions for each position. Monitoring and Supporting Progress Toward 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. . Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. . Strives to improve service performance. . Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. . Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates. . Supervises same day selling procedures to maximize room revenue and property occupancy. . Understands the impact of Front Desk operations on the overall property financial goals and objectives. 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. . Sets a positive example for guest relations. . Empowers employees to provide excellent customer service within guidelines. . Handles guest problems and complaints seeking assistance from supervisor as necessary. . Interacts with guests to obtain feedback on product quality and service levels. Managing Projects and Policies . Implementing the customer recognition/service program, communicating and ensuring the process. . Assists in the review of comment cards and guest satisfaction results with employees. . Ensures employees have the proper supplies and uniforms. . Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. Supporting Handling of Human Resource Activities . Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. . Providing guidance and direction to subordinates, including setting performance standards and monitoring performance. . Provides feedback to individuals based on observation of service behaviors. . Participates in an ongoing employee recognition program. . Conducts training when appropriate. . Participates in the employee performance appraisal process. 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 and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. . Performs all duties at the Front Desk as necessary. . Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations. . Complies with loss prevention policies and procedures. With more than 330 managed locations in more than 20 countries Courtyard by Marriott offers a refreshing environment that helps guests stay connected and balanced. Working at Courtyard, you\'ll ensure guests have a smooth, productive stay that meets their personal and business needs. Find Your World at Courtyard by Marriott.

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