Reception Manager
Senior

Descrizione della Posizione Lavorativa

Job summary: Assists the Front Office Manager in overseeing front office operations and supervising daily staff across areas such as the switchboard and guest services/front desk. The role directs and partners with managers and team members to ensure efficient check-in and check-out procedures, high guest and employee satisfaction, and the department’s financial performance.

Candidate profile

Education and experience:

• High school diploma or GED plus 2 years' experience in guest services, front desk or a related professional area;
• OR a 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration or a related field (in which case no prior work experience is required).

Core responsibilities

Maintaining guest services and front desk goals

• Manage day-to-day front office operations to meet quality standards and guest expectations;
• Set and implement goals and plans to prioritize and organise work effectively;
• Address and resolve guest complaints, disputes and grievances;
• Supervise staffing levels to meet service, operational and financial targets;
• Ensure ongoing communication with employees about business objectives, expectations and performance recognition;
• Understand and manage the department’s impact on overall property financial goals.

Supporting front desk team management

• Use interpersonal and communication skills to lead, influence and motivate the team, acting with integrity and by example;
• Foster mutual trust, respect and cooperation among team members;
• Supervise and manage staff, covering day-to-day operations and performing roles as needed in employees’ absence;
• Maintain open, collaborative relationships across the team and stand in for the Front Office Manager or Assistant when required.

Ensuring exceptional customer service

• Deliver and promote services that exceed guest expectations and support guest retention;
• Coach and give feedback to improve service and help staff understand guest needs;
• Handle guest problems and interact with guests to obtain feedback on product and service quality;
• Empower staff to provide excellent customer service and reinforce service expectations in meetings.

Managing projects and policies

• Implement customer recognition and service programs and ensure staff compliance;
• Train staff and enforce credit policies and procedures to control bad debts and rebates;
• Oversee same-day selling procedures to maximise room revenue and manage occupancy;
• Supervise daily front desk shifts ensuring adherence to policies, standards and SOPs/LSOPs, and support disciplinary and documentation processes.

Supporting human resources activities

• Support staff development through coaching and mentoring;
• Gather employee feedback, apply an open-door approach and raise satisfaction issues with management and HR;
• Assist in interviewing and hiring and support new-hire orientation and training;
• Participate in progressive discipline procedures when required.

Additional responsibilities

• Communicate information to supervisors, peers and subordinates by phone, e-mail or in person;
• Analyze information to solve problems and choose appropriate solutions;
• Keep executives and colleagues informed of relevant matters in a timely fashion;
• Perform front desk duties and run shifts when necessary; actively participate in departmental meetings to align on goals.

Marriott International is committed to science-based emissions reduction targets and has developed the Marriott Climate Action Program (CAP) to cut carbon, water and waste footprints as part of its Serve 360 sustainability efforts.

At Marriott we are an equal opportunity employer. We welcome diverse backgrounds and are committed to non-discrimination on any legally protected basis, including disability and veteran status.

At Westin we focus on guest well-being and seek passionate associates who embrace healthy lifestyles and the brand mission. Ideal candidates are energetic, optimistic and committed to delivering the brand’s wellness programming.

Benefits

Company commitments and culture: inclusion and equal opportunity, sustainability initiatives through Marriott’s CAP, and association with a global hospitality brand focused on guest wellbeing and associate development.

Requisiti

High school diploma (or GED) + 2 years' experience in guest services/front desk OR a 2-year degree in Hotel & Restaurant Management, Hospitality, Business Administration or related discipline (no experience required with degree).