Assistant Front Office Manager (Non-Exempt) - Ritz-Carlton, Cleveland (19089417)
Company: Marriott International, Inc.
Posted on: July 14, 2019
Heres To Your Journey with The Ritz-Carlton At more than 80
award-winning properties worldwide, The Ritz-Carlton Ladies and
Gentlemen create experiences so exceptional that long after a guest
stays with us, the experience stays with them. As the premier
worldwide provider of luxury experiences, we set the standard for
rare and special luxury service the world over. We invite you to
explore The Ritz-Carlton. The Ritz-Carlton, Cleveland located at
1515 West Third Street, Cleveland, OH 44113 is currently hiring a
Assistant Front Office Manager (Non-Exempt). Responsibilities
include: 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 High
school diploma or GED; 2 years of 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 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. To apply now, go to:
Marriott International is consistently recognized as an employer of
choice globally by FORTUNE magazine, DiversityInc and Great Places
to Work Institute, among others. Visit www.marriott.com/careers to
learn more about our workplace culture and career opportunities.
Chat, engage and follow us on social media.
http://www.instagram.com/marriottcareers @lifeatmarriott on
Snapchat So, we ask, where will your journey take you? The
Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The
Ritz-Carlton does not discriminate on the basis of disability,
veteran status or any other basis protected under federal, state or
Keywords: Marriott International, Inc., Akron , Assistant Front Office Manager (Non-Exempt) - Ritz-Carlton, Cleveland (19089417), Administration, Clerical , Akron, Ohio
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