Marriott Vacations Worldwide Jobs

JOB SUMMARY

Manages front office functions and staff on a daily basis. Areas of responsibility include Front Desk, Bell Staff, Switchboard Operations, Concierge/Guest Services and, as applicable. As a department head, directs and works with managers and associates to successfully execute all front office operations including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

CANDIDATE PROFILE

Experience, Skills and Knowledge

• Extensive knowledge of Front Desk, Bellstand, Switchboard and Concierge/Guest Services operational procedures

• Effective influence skills

• Effective decision making skills

• Strong problem-solving skills

• Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning

• Ability to acquire and maintain relationships e.g., associates, customers, vendors

• Knowledge of overall hotel operations as the affect department

• Good negotiation skills

• Ability to effectively manage labor productivity

• Good presentation and platform skills

• Strong communication skills (verbal, listening, writing)

• Strong organization skills

• Ability to use standard software applications and hotel systems

• Strong consensus building skills

• Strong analytical skills

• Effective conflict management skills

• Effective change management skills

• Strong customer and associate relation skills

• Good training/facilitator skills

• Knowledge of purchasing, inventory controls, supplies and equipment

• Basic legal expertise related to hotel issues

• Knowledge of governmental regulations and safety standards

Education or Certification

• High School Diploma or equivalent required; Bachelor’s Degree preferred

• Hospitality Management Degree beneficial

Leadership Competencies

BUSINESS RESULTS

Balanced Scorecard Results: Implements strategies and executes activities to drive financial results, guest satisfaction, human capital index and market share.

• Operations: Works with Front Office Managers and associates to execute the Rooms Operations Strategy in the Front Office and focuses on meeting or exceeding departmental and hotel goals. Ensures compliance with MVW Operating Standards to maintain brand integrity.

• Guest Satisfaction: Ensures services provided by the Front Office staff meet or exceed guest expectations and builds customer loyalty through product and or service excellence.

• Human Resources: Hires, develops and retains a diverse workforce to deliver excellent products and services. Creates and sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success.

• Sales and Revenue Management: Manages the same day selling strategy to maximize revenue. Supports efforts of the Sales team to achieve hotel revenue and market share goals.

• Financial Management: Manages the daily operation of the Front Office to achieve or exceed budget expectations. Monitors wages and expenses and makes ongoing adjustments as needed to achieve goals.

Technical Expertise (Learning and Applying Personal Expertise)

The following are specific responsibilities and contributions critical to the successful performance of the position:

Operations/Property Management

• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Performs all jobs within the Front Desk, Bell Staff, Switchboard and Concierge/Guest Service departments, as necessary.

• Understands and operates the reservations system to read and enter guest reservations and monitor hotel occupancy.

• Ensures compliance with all Front Office policies, standards and procedures.

• Understands and communicates to staff the maintenance and operating procedures of all departmental equipment.

• Ensures adherence to all credit policies and procedures to reduce bad debts and rebates.

• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

• Ensures uniforms are properly inventoried and maintained.

• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

• Ensures staff is trained to comprehend and utilize night audit procedures and reports.

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Effectively investigates, reports and follows-up on associate and guest accidents.

• Ensures all members of Front Office understand and comply with loss prevention policies to prevent accidents and control costs.

• Communicates and executes departmental and hotel emergency procedures and ensures Front Office staff are trained in safety procedures.

• If applicable, manages and oversees the hotel lost and found procedures.

• Interfaces with the hotel parking/garage vendor and offers assistance handling guest inquiries and incidents.

Guest Satisfaction

• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.

• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

• Empowers associates to provide excellent customer service. Establishes guidelines so associates understand expectations and parameters. Ensures associates receive on-going training to understand guest expectations.

• Manages from the lobby and is highly interactive with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Effectively responds to and handles guest problems and complaints.

• Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.

• Conducts hospitality audits for associates and gives appropriate feedback to improve individual performance skills.

• Attends pre- and post-convention meetings to understand group needs sets appropriate expectations and gathers critical information to communicate to Front Office staff.

• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement; reviews findings with associates to develop appropriate corrective action, shares plans with hotel leadership and ensures corrective action is taken to continuously improve results.

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

• Effectively utilizes a guest information tracking system to ensure that a successful repeat guest recognition program is in place to recognize guest preferences and aid in problem resolution.

Human Resources

• Interviews and hires managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation; ensuring ‘the right people are put in the right positions.”

• Develops, implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.

• Utilizes all available on the job training tools for associates; implements and manages training initiatives and conducts training when appropriate.

• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

• Conducts hourly associate performance appraisals according to Standard Operating Procedures.

• Administers the performance appraisal process for direct report managers. Develops business goals and creates appropriate development plans. Assists associates based on their individual strengths, development needs, career aspirations and abilities.

• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.

• Actively solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns. Ensures associates are treated fairly and equitably. Constantly strives to improve associate retention. Brings issues to the attention of Human Resources as necessary.

• Manages associate progressive discipline procedures for Front Office Staff. Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Ensures that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance, and produces desired business results.

• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility. Maintains an on-going associate recognition program.

• Ensures self and direct report managers attend appropriate core training classes.

Sales and Revenue Management

• Manages same day selling procedures to maximize room revenue and control hotel occupancy.

• Ensures staff performs required rate verification procedures to maximize revenue opportunities.

• Ensures staff is trained on new packages and promotions, either for Rooms or Food & Beverage.

• Participates in weekly sales strategy forecast meeting to anticipate service and staffing needs.

• Attends scheduled projection meetings to anticipate long term planning needs.

Financial Management

• Manages areas of operation to budget by reviewing operating statements, budget worksheets, and payroll progress reports.

• Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Monitors and manages the payroll function.

• Manages department controllable expenses to achieve or exceed budgeted goals. Properly codes invoices and processes them for payment; utilizes P-card if appropriate to control and monitor departmental expenditures.

• Participates in the development of department’s capital expenditure goals; manages projects as needed.

• Participates in the budgeting process for Front Office as required.

• Conducts regular Front Office internal audit self assessments to ensure compliance with accounting policies, procedures and controls.

• Prepares weekly and period end P&L critiques.

• Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals; educates staff on details as appropriate.

Other

• Performs other duties as assigned to meet business needs.

EVALUATION PROCESS

By Whom: Director of Operations

Frequency: Bi annual/Annually

Criteria: Accuracy, timeliness, attitude and overall performance

Standards: Quality/quantity of work reliability/dependability

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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture