Front Office Manager

1 month ago

North Ryde, New South Wales, Australia Marriott Full time
Job Summary

Duty Manager serves as the property manager on duty, overseeing all property operations to ensure exceptional hospitality and service. They represent property management in resolving guest or property-related situations, manage the flow of questions, and direct guests within the lobby.

Candidate Profile
  • At least 1 year of experience in guest services, front desk, housekeeping, or related areas.
Core Work Activities
  1. Responsible for the overall smooth operation of the department daily, weekly, and annually, adhering to Marriott brand standards, operational demands, and local requirements.
  2. Prepares for arrivals with accurate room allocations and guest preferences, collaborating with Housekeeping Department to ensure readiness of rooms and requests are fulfilled.
  3. Liaises with Reservations and Revenue Management to optimize occupancy by monitoring forward bookings and adjusting as necessary.
  4. Monitors and processes Virtual Concierge requests.
  5. Gives personalized attention to VIP, Platinum, and return guests.
  6. Ensures adherence to the Frequent Guest Return Program and communicates program details to guests.
  7. Follows up with guest complaints to maximize satisfaction and enhance hotel services and operations.
  8. Collaborates with DOSM to communicate promotions and packages, engaging guests from major client bases.
  9. Responds promptly to emails from Marriott Guest Services or survey responses.
  10. Maximizes revenue by ensuring accuracy of rates and coordinating with Reservations regarding irregular bookings.
  11. Promotes up-sell opportunities at the front desk, training and incentivizing team members to drive higher room rates.
  12. Evaluates and maintains adherence to hotel credit policies for in-house guests, monitored daily.
  13. Ensures secure storage of cash and hotel property within the Front Office safe.
  14. Guarantees key security, maintaining procedures for distribution and collection of keys.
  15. Reviews and ensures the accuracy of Front Office PM accounts, processing them efficiently and timely.
  16. Orders and oversees Front Office consumable stock, implementing cost control measures.
  17. Safeguards cashiering accuracy, trains associates, and liaises with Finance to maintain audit standards and controls.
  18. Remains informed about new products, trends, and industry information regarding Front Office operations, collaborating with suppliers to optimize quality and costs.
  19. Evaluates and adjusts staffing levels to meet Marriott Operating standards, prioritizing guest satisfaction.
  20. Fosters effective communication and follow-up with guests and associates, actively participating in department head meetings.
  21. Implements software upgrades to front office systems.
  22. Maintains guest profile information.
  23. Analyzes GSS scores related to Front Office and hotel service, developing strategies to improve performance.
  24. Produces timely monthly analysis of Front Office results, reporting requirements, and wage forecasting information.

The estimated salary for this position is around $55,000-$65,000 per annum, considering the role's responsibilities and industry standards in the region.

About Us

Marriott International is an equal opportunity employer, committed to hiring a diverse workforce and fostering an inclusive culture. We strive to create a welcoming environment for all employees and guests.

Courtyard by Marriott empowers travelers worldwide with a unique focus on delivering exceptional experiences. Join our team of dedicated professionals who share your passion for delivering outstanding service and driving continuous improvement.

In joining Marriott International, you become part of a global community that values diversity, inclusivity, and personal growth. We invite you to embark on a rewarding career journey where you can excel, develop, and thrive in a dynamic and supportive environment.

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