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Description

ESSENTIAL JOB FUNCTIONS:

• Lead, Manage, and Develop Team Members:
  
  

Interview, hire, train, and onboard Front Desk team members in accordance with company policies and standards. Conduct regular performance evaluations, provide coaching and feedback, address employee concerns, and recommend appropriate disciplinary actions, including terminations when necessary. Foster a culture of accountability, professionalism, and continuous improvement.

• Guest Relations and Satisfaction:
  
  

Respond promptly and professionally to guest requests, special needs, complaints, and concerns. Ensure guest issues are resolved effectively and with empathy to promote satisfaction and encourage repeat business. Collaborate with departments to provide seamless service to both individual guests and group bookings.

• Daily Operations Oversight:
  
  

Manage and supervise the daily operations of the Front Desk in alignment with standard operating procedures (SOPs) and local standard operating procedures (LSOPs). Monitor and ensure adherence to all company policies and hospitality standards. Actively participate in optimizing revenue opportunities and implementing service initiatives that enhance guest experiences.

• Team Supervision:
  
  

Provide direct supervision to Guest Service Agents, Bell Staff, and Shuttle Drivers. Schedule shifts, assign responsibilities, monitor performance, and ensure that all team members are properly trained and equipped to deliver exceptional service.

• Crisis Management and Decision-Making:
  
  

Maintain composure and provide leadership during high-pressure situations such as emergencies, high guest volume, or service disruptions. Act as a role model by demonstrating calm, informed decision-making. Resolve complex guest issues by analyzing situations, exploring multiple solutions, and using sound judgment. Approve revenue adjustments and compensation only after all alternative solutions have been explored.

• Attendance and Availability:
  
  

Adhere to the company’s attendance policy and maintain consistent availability. Must be willing and able to work varying shifts, including evenings, weekends, and holidays, as business needs dictate.

• Other Duties:
  
  

Required Skills

Perform additional duties and tasks as assigned by management to support overall hotel operations and enhance the guest experience.REQUIRED SKILLS AND ABILITIES:

• Experience: Minimum of three (3) years of Front Office management experience in a hotel setting is required. Experience with Marriott systems and standards is strongly preferred.
• Availability: Must be able to work a flexible schedule, including nights, weekends, and holidays.
• Communication: Must possess excellent verbal and written communication skills in English. Additional languages are a plus.
• Leadership & Teamwork: Self-motivated with a positive, professional demeanor. Demonstrates strong leadership and team-building abilities. Willing to support and assist colleagues across departments as needed.
• Guest Service Focus: Demonstrated ability to interact effectively with guests and handle challenging situations with grace, discretion, and service-oriented professionalism.
• Physical Requirements: Must be able to stand, walk, climb stairs, and lift up to 50 pounds on a regular basis. Must also be able to read, follow written and verbal instructions, and communicate the status of tasks or assignments clearly.
• Professionalism: Maintain a polished and professional appearance at all times. Represent the brand with integrity and uphold company values in all interactions.
  
  

Salary Range: $70,000–$75,000 annually

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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