Job Title: Assistant Front Office Manager
Hiring
Organization: Marriott
Location –
Locality: Nairobi
Location –
Region: Kenya
Industry: Hotel
Job Type: Full
Time
Salary: KES
Date
Posted:
Job Summary
- Assists the Front Office
Manager in administering front office functions and supervising staff on a
daily basis. Front office areas include Bell/Door Staff, Switchboard and
Guest Services/Front Desk. Position directs and works with managers and
employees to carry out procedures ensuring an efficient check in and check
out process. Ensures guest and employee satisfaction and maximizes the
financial performance of the department.
Candidate Profile
Education and Experience
- 5 years of experience in
the guest services, front desk, or related professional area in a Luxury
Set up preferably 5 Star Hotel
OR
- Degree or Diploma from an
accredited university in Hotel and Restaurant Management, Hospitality,
Business Administration, or related major
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 builds mutual
trust, respect, and cooperation among team members.
- Supervises and manages
employees. Managing all day-to-day operations. Understanding employee
positions well enough to perform duties in employees’ absence.
- Ensures employee recognition is
taking place on all shifts.
- Establishes and maintains open,
collaborative relationships with employees.
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.
- Strives to improve service
performance.
- Collaborates with the Front
Office Manager on ways to continually improve departmental service.
- Communicates a clear and
consistent message regarding the Front Office goals to produce desired
results.
- Participates in the development
and implementation of corrective action plans based on review of comment
cards and guest satisfaction results.
- Emphasizes guest satisfaction
during all departmental meetings and focuses on continuous improvement.
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.
- Serves as a role model to
demonstrate appropriate behaviors.
- Sets a positive example for
guest relations.
- Displays outstanding
hospitality skills.
- Empowers employees to provide
excellent customer service.
- Interacts with customers on a
regular basis to obtain feedback on quality of product, service levels and
overall satisfaction.
- Provides feedback to employees
based on observation of service behaviors.
- Handles guest problems and
complaints effectively.
- Interacts with guests to obtain
feedback on product quality and service levels.
Managing
Projects and Policies
- Implements the customer
recognition/service program, communicating and ensuring the process.
- Ensures compliance with all
Front Office policies, standards and procedures.
- Monitors adherence to all
credit policies and procedures to reduce bad debts and rebates.
Additional Responsibilities
- Provides information to
supervisors and co-workers 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 updates the
executives, the peers and the subordinates on relevant information in a
timely manner.
- Functions in place of the Front
Office Manager in his/her absence.
- Communicates critical
information from pre- and post-convention meetings to the Front Office
staff.
- Participates in department
meetings.
How to Apply
