Mgr-Front Office I

Description

Job Summary: This position assists the Front Office Manager daily in managing front office functions and supervising staff to ensure guest and employee satisfaction while maximizing the department’s financial performance. Key Highlights: 1. Manage daily operations to ensure quality and standards, and consistently 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 guest retention. **Additional Information** **Job Number**26104412 **Job Category**Rooms \& Guest Services Operations **Location**Ras Abu Abboud Street, Doha, Qatar, Qatar, 26662 **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, switchboard, and guest services/front desk. Guide and collaborate with managers and staff to implement procedures ensuring efficient check-in and check-out processes. Ensure guest and employee satisfaction while maximizing 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 field. Or * Two-year degree from an accredited college/university in hotel and restaurant management, hospitality management, business administration, or related field; no work experience required. **Core Work Activities** **Maintain Customer Service and Front Desk Goals** * Manage daily operations to ensure quality and standards, and consistently meet customer expectations. * Establish 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 met. * Ensure ongoing, consistent communication with staff to build 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** * Leverage interpersonal and communication skills to lead, influence, and motivate others; advocate sound financial/business decisions; demonstrate honesty/integrity; lead by example. * Encourage and foster 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 guest retention. * Improve service quality through communication and assistance in understanding guest needs, providing guidance, feedback, and individual coaching when necessary. * Respond to and resolve guest inquiries and complaints. * Set a positive example for customer relationship building. * Empower staff to deliver exceptional customer service. * Observe staff service behaviors and provide feedback to individuals and/or managers. * 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. * Oversee daily front desk shift operations and ensure compliance with all policies, standards, and procedures. * Ensure hotel policies are enforced 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, maintain an “open-door” policy, and review employee satisfaction results to identify and address staff concerns or issues. * Bring employee satisfaction-related issues to the attention of department managers and Human Resources. * Assist, as needed, in interviewing and hiring team members with appropriate skills. * Support departmental onboarding programs to ensure staff receive proper new hire training to successfully perform job responsibilities. * Participate in progressive employee disciplinary procedures. **Other Responsibilities** * Provide information to supervisors, colleagues, and subordinates via telephone, written format, email, or in person. * Analyze information and evaluate results to select the best solution and solve problems. * Promptly 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, unified messages regarding front desk goals to achieve desired performance. *Marriott International is committed to being an equal opportunity employer and welcomes all individuals, offering inclusive employment opportunities. We actively foster an inclusive environment that respects and celebrates the unique backgrounds of all employees. Our greatest strength lies in the rich blend of cultures, talents, and experiences across our workforce. We pledge zero tolerance for discrimination on any legally protected basis, including disability, veteran status, or any other category protected under applicable law.* At more than one hundred acclaimed Ritz-Carlton hotels worldwide, every employee strives to create enduring, extraordinary guest experiences—timeless and unforgettable. Hotel professionals from around the globe gather here to craft precious, once-in-a-lifetime moments. We believe creativity, heartfelt care, and empathy are at the core of our success. We constantly surpass industry expectations and set benchmarks for luxury service, taking pride in delivering sincere care and comfortable experiences to our guests. Your responsibility is to consistently deliver thoughtful, elegant service, embodying The Ritz-Carlton Gold Standards. The Gold Standards form the foundation of The Ritz-Carlton brand, guiding us step-by-step toward excellence. It is precisely this brand foundation and cultural philosophy that has propelled The Ritz-Carlton step-by-step to success and earned its reputation as a leader among global luxury hotel brands. Join The Ritz-Carlton team, learn our Employee Promise, Credo, and Service Values, practice the Gold Standards, and refine your skills. We commit that every employee will feel proud to choose this career and to work alongside outstanding colleagues. Joining The Ritz-Carlton means becoming part of Marriott International’s extraordinary portfolio of brands. Embark from here, realize your personal value, pursue your life goals, join an exceptional international team, and express your authentic self.