Assistant Front Office Manager

About

Assists the Front Office Manager in administering front office functions and supervising staff daily across Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role directs managers and employees to ensure efficient check-in and check-out processes, guest and employee satisfaction, and departmental financial performance. Requires a degree or diploma in a relevant field and five years of related guest-services or front-desk experience; luxury or hotel experience is preferred. Reference: Job ID 26144503. Duty station: JW Marriott Hotel Nairobi.

How to apply

Apply online through the official advert page on Marriott Careers.

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Responsibilities

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Qualifications

• Education: Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.
• Related Work Experience: 5 years of experience in the guest services, front desk, or related professional area.
• Experience: Preferably in a hotel or luxury service environment (5-Star hotel is highly desirable).