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The Assistant Front Desk Manager position sits in the Marriott India office in Gurugram.
Entry level management position that is tasked with leading and assisting with the successful completion of daily shift needs. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to secure guest and employee satisfaction and deliver on the operating budget. Assists in completing financial and administrative responsibilities.
• High school diploma or GED; 2 years exposure to 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.
• Utilizes interpersonal and communication abilities to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and developing mutual trust, respect, and cooperation among team members.
• Serves as a job model to demonstrate appropriate behaviors.
• Supports all day-to-day operations.
• Understands employee positions well enough to undertake 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.
• Manages day-to-day operations, guaranteeing 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 strengthen 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.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, delivering guidance, feedback, and individual coaching when needed.
• Sets a positive example for guest relations.
• Empowers employees to give strong 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.
• 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 make sure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
• Pinpointing the developmental needs of others and coaching, mentoring, or otherwise helping others to upgrade their understanding or competencies.
• Giving guidance and direction to subordinates, such as 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.
• 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.
At Marriott International, we are dedicated to being an equal opening employer, welcoming all and giving access to chance. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, covering disability, veteran status, or other basis protected by applicable law.
At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To attain the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin jobseeker if you are passionate; you are active and take pride in how you keep up your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0-5 Years years of relevant experience expected for this role.
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Assistant Front Desk Manager at Marriott India.
This role requires around 0-5 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
You can apply directly using the Apply Now button on this page, which will take you to Marriott India's application process for this role.