Experienced Remote Front Desk Manager – Part-Time Overnight Hospitality Professional for Exceptional Customer Service and Team Leadership

Introduction to Our Company and Industry

Marriott International, a renowned leader in the hospitality industry, is seeking an experienced and skilled Front Desk Manager to join our team. As a Front Desk Manager, you will play a vital role in ensuring the successful completion of daily shift requirements, leading and assisting our front office team to provide exceptional customer service and achieve our operating budget. Our company values diversity, inclusivity, and a people-first culture, and we are committed to non-discrimination on any protected basis. If you are a team player who is excited to deliver a meaningful guest experience, we encourage you to explore this career opportunity with us.

Job Summary

We are looking for an entry-level management professional to lead and assist with the successful completion of daily shift requirements in our front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The ideal candidate will strive to ensure guest and employee satisfaction, achieve our operating budget, and assist in completing financial and administrative responsibilities. This is a part-time overnight position, and the successful candidate will be required to work from home.

Candidate Profile

To be successful in this role, you will need:

• A high school diploma or GED, with at least 1 year of experience in guest services, front desk, or a related professional area.
• Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.

Core Work Activities

As a Front Desk Manager, your core work activities will include:

Supporting Management of Front Desk Team

• Utilizing interpersonal and communication skills to lead, influence, and encourage others, while advocating sound financial and business decision-making.
• Encouraging and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Understanding employee positions well enough to perform duties in their absence.
• Handling employee questions and concerns.
• Supporting all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Supporting daily Front Desk shift operations.

Supporting Progress Toward Guest Services and Front Desk Goals

• Supporting day-to-day operations to ensure the quality, standards, and meeting the expectations of our customers on a daily basis.
• Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Participating in department meetings and continually communicating a clear and consistent message regarding Front Desk goals to produce desired results.
• Striving to improve service performance.
• Observing staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Supporting training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supporting same-day selling procedures to maximize room revenue and property occupancy.
• Understanding the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Providing services that are above and beyond for customer satisfaction and retention.
• Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Setting a positive example for guest relations.
• Encouraging employees to provide excellent customer service within guidelines.
• Handling guest problems and complaints, seeking assistance from supervisors as necessary.
• Interacting with guests to obtain feedback on product quality and service levels.

Supporting Projects and Policies

• Supporting implementation of customer recognition and service programs, communicating, and ensuring the process.
• Assisting in the review of comment cards and guest satisfaction results with employees.
• Ensuring employees have the proper supplies and uniforms.
• Assisting 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.
• Providing feedback to individuals based on observation of service behaviors.
• Participating in an ongoing employee recognition program.
• Supporting training when appropriate.
• Participating in the employee performance appraisal process.

Additional Responsibilities

In addition to the core work activities, you will also be responsible for:

• Providing information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person.
• Analyzing information and evaluating results to choose the best solution and solve problems.
• Informing and/or updating executives, peers, and subordinates on relevant information in a timely manner.
• Performing all duties at the Front Desk as necessary.
• Understanding the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Complying with loss prevention policies and procedures.

Essential and Preferred Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• A high school diploma or GED, with at least 1 year of experience in guest services, front desk, or a related professional area.
• Excellent communication and interpersonal skills.
• Ability to lead, influence, and encourage others.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.

Preferred qualifications include:

• A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.
• Previous experience in a management or supervisory role.
• Knowledge of hotel operations and front desk procedures.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong problem-solving and analytical skills.
• Ability to lead, influence, and encourage others.
• Knowledge of hotel operations and front desk procedures.

Career Growth Opportunities and Learning Benefits

At Marriott International, we are committed to helping our employees grow and develop in their careers. As a Front Desk Manager, you will have access to a range of training and development programs, including:

• Leadership development programs.
• Customer service training.
• Hotel operations and front desk procedures training.
• Opportunities for advancement to senior management roles.

Work Environment and Company Culture

At Marriott International, we value diversity, inclusivity, and a people-first culture. Our company culture is built on the principles of respect, empathy, and open communication. As a Front Desk Manager, you will be part of a dynamic and supportive team that is committed to delivering exceptional customer service and ensuring the success of our hotel.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including:

• A bonus program.
• A 401(k) plan with up to 5% company match.
• An employee stock purchase plan at a 15% discount.
• Accrued paid time off (including sick leave where applicable).
• Travel discounts.
• Pre-tax commuter benefits.
• Other life and work wellness benefits.

Conclusion

If you are a motivated and experienced hospitality professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Front Desk Manager at Marriott International, you will have the opportunity to lead and develop a team, deliver exceptional customer service, and contribute to the success of our hotel. Don't hesitate to apply – we look forward to hearing from you!

Apply today and join our team of dedicated hospitality professionals who are passionate about delivering exceptional customer service and creating memorable experiences for our guests.