Additional Information: This hotel is owned and operated by an independent franchisee, Mainsail Lodging. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

Job Summary

The Front Office Manager will be responsible for day to day Front Office operations including the staff of Front Desk, Night Audit, Valets operations and PBX operator. Ensures the Front Desk staff provides exemplary service to all hotel guests to deliver a memorable guest experience.

*Due to the economic impact of COVID-19 (coronavirus), Mainsail is encouraging persons who are interested in any of our open positions that match your skills, knowledge, and ability to apply.  Although we are delighted in you applying at this time, we are, however, following the guidelines of the CDC whereby you may be called for a phone or video interview initially instead of in-person interview.

**Please note, Mainsail is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.

Essential Functions

• Ensures complete guest satisfaction and follows up on all guest issues and concerns in a timely manner.
• Proficient in hotel property management systems including but not limited to Oracle Hospitality, Lightspeed or OPERA PMS.
• Leads staff by example while managing and motivating front desk personnel.
• Process guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
• Coordinates the pre-arrival process to ensure guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements are met per hotel standard.
• Maintains guest confidentiality.
• Develops and implements the guest arrival experience to provide a unique and memorable hotel welcome.
• Develops and implements mobile check-in arrival experience utilizing Hospitality Platform INTELITY Guest Mobile App.
• Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.
• Responds to guest requests or feedback and takes action to address all Front Desk issues.
• Utilizes all functions of Marriott’s GXP platform
• Ensures full compliance of Marriott Brand standards and the passing of department Quality Assurance items.
• Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.
• Recognizes and communicates to team any hotel VIPs and provides extra touches when warranted.
• Empower Front Desk staff to act and resolve guest issues to the best of their ability.
• Provide local information for shopping, dining, nightlife, and recreational destinations.
• Receive, store, and deliver luggage and mail/packages.
• Responsible for ensuring guest credit is procured and all accounting procedures are followed by Front Desk staff. Resolves guest accounting issues as needed.
• Respond to guest inquiries.
• Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.
• Report accidents, injuries, and unsafe work conditions and act as needed, complete safety training and certifications.
• Completes Front Desk schedule per labor guidelines and ensures that all shifts are covered in the event of staff call-offs.
• Report any suspicious activity or unusual items in room.
• Ensures Front Desk staff adheres to hotel grooming guidelines.
• Report any irregular behavior from guests in public areas and or in room.
• Ability to take initiative and handle assignments with limited supervision.
• Follow all hotel policies and procedures as outlined in the team member handbook.
• Maintain cleanliness and order of work area.
• Manages departmental profit and loss statement in compliance with operating budget
• Any other duties requested by management.

Hotel Performance

• Ensure successful performance assisting guests with an exceptional experience.

Qualification Standards

Education & Experience

• 2-year associates degree or higher preferred
• Minimum 2 years Hotel Front Desk managerial experience
• Excellent phone & customer service skills
• Excellent communication skills, both verbal and written
• Ability to use technology e.g. tablets, iPads

Mental Demands

• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the office, the hotel, and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

This company is an equal opportunity employer.

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