Mgr-Front Desk

Description

Job Summary: Assist the Front Office Manager in managing front office functions, supervising staff, ensuring efficient check-in and check-out processes, achieving guest and employee satisfaction, and maximizing departmental financial performance. Key Highlights: 1. Manage daily operations to ensure service quality and meet customer expectations. 2. Leverage interpersonal and communication skills to lead, influence, and motivate others. 3. Deliver service that exceeds expectations to achieve customer satisfaction and retain guests. **Additional Information** **Job Number**26074111 **Job Category**Rooms \& Guest Services Operations **Location**Salwa Road, Doha, Qatar, Qatar **Schedule**Full Time **Located Remotely?**N **Position Type** Management **Job Summary** Assist the Front Office Manager daily in managing front office functions and supervising staff. The front office area includes bellhops/doormen, the switchboard, and guest services/front desk. Guide and collaborate with managers and staff to implement procedures that ensure efficient check-in and check-out processes. Ensure guest and employee satisfaction and maximize the department’s financial performance. **Candidate Profile** **Education and Experience Requirements** * High school diploma or equivalent (GED); 2 years of experience in guest services, front desk, or related fields. Or * Two-year degree from an accredited university in hotel and restaurant management, hospitality management, business administration, or a related field; no work experience required. **Core Job Activities** **Maintain Customer Service and Front Desk Goals** * Manage daily operations to ensure quality and standards are met and customer expectations are fulfilled daily. * Set specific goals and plans to prioritize, organize, and complete work. * Handle complaints, resolve disputes, address dissatisfaction and conflicts, or negotiate with others. * Supervise staffing to ensure guest service, operational needs, and financial objectives are all met. * Ensure ongoing, consistent communication with staff to foster awareness of business goals, convey expectations, recognize performance, and achieve desired outcomes. * Understand how departmental operations impact the hotel’s overall financial goals and mission, and strive to meet or exceed those goals. **Support Front Desk Team Management** * Use interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decisions; demonstrate honesty/integrity; and lead by example. * Encourage and build mutual trust, respect, and cooperation among team members. * Set a positive example by demonstrating appropriate behavior. * Supervise and manage staff. Oversee all daily operations. Maintain thorough knowledge of staff positions to fulfill duties during staff absences. * Establish and maintain open, collaborative relationships with staff, and ensure staff do the same within the team. * Supervise all front office areas in the absence of the Front Office Manager or Assistant Front Office Manager. **Ensure Exceptional Customer Service** * Deliver service that exceeds expectations to achieve customer satisfaction and retain guests. * Improve service quality through communication and assisting individuals in understanding guest needs, and providing guidance, feedback, and individual coaching when necessary. * Respond to and resolve guest issues and complaints. * Set a positive example for guest relations. * Empower staff to deliver exceptional customer service. * Observe staff service behaviors and provide individual feedback. * Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction. * Ensure staff understand customer service expectations and contributing factors. * Interact with guests to obtain feedback on product quality and service levels. * Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement. **Manage Projects and Policies** * Implement guest recognition/service programs and communicate and ensure adherence to such processes. * Train staff and supervise compliance with all credit policies and procedures to minimize bad debt and refunds. * Supervise daily sales procedures to maximize room revenue and control hotel occupancy. * Supervise daily front desk shift operations and ensure adherence to all policies, standards, and procedures. * Ensure hotel policies are applied fairly and consistently, complete disciplinary procedures and documentation per Standards and Local Standard Operating Procedures (SOPs and LSOPs), and support peer review processes. **Support Human Resources Activities** * Support others’ development needs and coach, mentor, or otherwise assist them in enhancing knowledge or skills. * Solicit staff feedback, adopt an “open-door” policy, and review staff satisfaction results to identify and resolve staff issues or concerns. * Bring staff satisfaction issues to the attention of department managers and Human Resources. * Assist as needed with interviewing and hiring team members with appropriate skills. * Support departmental onboarding programs to ensure staff receive appropriate new hire training to successfully perform job responsibilities. * Participate in progressive disciplinary procedures for staff. **Other Responsibilities** * Provide information to supervisors, colleagues, and subordinates via telephone, written form, email, or in person. * Analyze information and evaluate results to select the best solution and solve problems. * Timely notify and/or update executives, colleagues, and subordinates with relevant information. * Perform all front desk duties as required. * Conduct front desk shift changes as required. * Conduct departmental meetings and consistently communicate clear, aligned messages regarding front desk goals to achieve desired performance. *Marriott International is committed to being an equal opportunity employer and welcomes all applicants, offering equal employment opportunities. We strive to create a workplace that values and celebrates the unique backgrounds of our employees. The interplay of our employees’ cultures, talents, and experiences is our greatest strength. We pledge not to discriminate based on any protected characteristic, including disability, veteran status, or any other characteristic protected by applicable law.* Westin Hotels & Resorts is dedicated to helping guests regain their travel rhythm and enhance their sense of well-being, supporting them in always presenting their best selves. As a leading hotel brand focused on balancing guests’ physical and mental wellness, we need passionate, dedicated hotel teams to integrate our distinctive brand philosophy into the guest experience—and we also hope our employees embrace and practice healthy lifestyles both inside and outside the hotel. We seek energetic, optimistic, and adventurous individuals. If you share and champion a healthy lifestyle philosophy, we invite you to join Westin and grow together. **Set sail from here**, realize your personal value, **pursue** your life goals, **integrate** into an outstanding international team, and **express** your authentic self.