Front Office Manager

3 weeks ago

Sydney, New South Wales, Australia Marriott Full time
Job Summary

Assume responsibility for leading the Front Office team in a luxury hotel environment. Oversee all front office functions and staff, ensuring seamless guest arrival and departure procedures. Foster a culture of exceptional customer service, driving guest satisfaction and financial performance.

Key ResponsibilitiesLeading Guest Services Team
  • Utilize strong interpersonal and communication skills to lead, motivate, and encourage team members.
  • Advocate sound financial and business decision-making, demonstrating honesty and integrity.
  • Encourage and build mutual trust, respect, and cooperation among team members.
  • Serve as a role model, demonstrating appropriate behaviors and leading by example.
Maintaining Guest Services and Front Desk Goals
  • Achieve and exceed performance goals, budget goals, and team goals.
  • Manage day-to-day operations, ensuring quality, standards, and guest expectations are met.
  • Develop specific goals and plans to prioritize, organize, and accomplish work.
  • Keep the Front Office team focused on critical components of operations to drive guest satisfaction and desired financial results.
Managing Projects and Policies
  • Ensure compliance with all Front Office policies, standards, and procedures.
  • Administer property policies fairly and consistently, completing disciplinary procedures and documentation according to Standard and Local Operating Procedures.
Ensuring Exceptional Customer Service
  • Provide services that exceed customer satisfaction and retention goals.
  • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Act as the Service Champion for the Front Office, creating a positive atmosphere for guest relations.
Managing and Conducting Human Resource Activities
  • Identify the developmental needs of others, coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Establish challenging, realistic, and obtainable goals to guide operation and performance.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.

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