Reception Manager

Objective: The Front Desk Supervisor is responsible for overseeing the check-in and check-out process, ensuring guest and employee satisfaction, and maximizing the department's financial performance.

Candidate Profile:

Education and Experience:

High school diploma, GED, or equivalent degree; 1 year of experience in guest services, front desk, or a related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; no work experience required.

Core Work Activities:

Maintaining Guest Services and Front Desk Goals:

• Manage daily operations to meet customer expectations.
• Develop and prioritize goals and plans.
• Handle complaints, disputes, and conflicts.
• Supervise staffing levels to meet service, operational, and financial objectives.
• Understand and manage the department's impact on overall financial goals.

Supporting Management of Front Desk Team:

• Lead, influence, and encourage team members using interpersonal and communication skills.
• Foster mutual trust, respect, and cooperation.
• Serve as a role model for appropriate behaviors.

Ensuring Exceptional Customer Service:

• Provide exceptional services for customer satisfaction and retention.
• Communicate and assist team members to understand guest needs.
• Respond to and resolve guest problems and complaints.
• Set a positive example for guest relations.
• Observe and provide feedback on employee service behaviors.
• Obtain and act on guest feedback regarding product quality and service levels.
• Emphasize guest satisfaction in departmental meetings.

Managing Projects and Policies:

• Implement and communicate the customer recognition/service program.
• Train staff on credit policies and procedures to reduce bad debts.
• Supervise same-day selling procedures to maximize room revenue.
• Ensure compliance with policies, standards, and procedures during Front Desk operations.
• Administer property policies fairly and consistently, supporting disciplinary procedures and documentation.

Supporting Human Resource Activities:

• Support employee development through coaching and mentoring.
• Use an "open door" policy to solicit employee feedback and address concerns.
• Communicate employee satisfaction issues to the department manager and Human Resources.
• Assist in interviewing and hiring employees with appropriate skills.
• Support new hire training through a departmental orientation program.
• Participate in employee progressive discipline procedures.

Additional Responsibilities:

• Provide information to supervisors, co-workers, and subordinates through various communication methods.
• Analyze information and evaluate results to solve problems.
• Update executives, peers, and subordinates on relevant information promptly.
• Perform duties at the Front Desk as necessary.
• Run Front Desk shifts when required.
• Participate in departmental meetings and communicate Front Desk goals consistently.

Equal Opportunity Employer Statement: Marriott International is committed to hiring a diverse workforce and sustaining an inclusive, people-first culture. We are dedicated to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.