Front Desk Operations Manager

7 days ago

Yantai, Shandong, China Marriott International Full time
Job Summary

The Front Desk Operations Manager is a critical role at Marriott International, responsible for ensuring seamless guest experiences and efficient operations. As a key member of the front desk team, this individual will be tasked with expediting problem payments, resolving guest issues, and processing all payment types.

Key Responsibilities
  • Assist staff with resolving problem payments and follow up with guests to ensure satisfaction with guest-related issues.
  • Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
  • Process all payment types, including room charges, cash, checks, debit, and credit.
  • Set up accurate accounts for each guest upon check-in.
  • Anticipate sold-out situations and obtain alternative accommodations when necessary.
Additional Duties
  • Block rooms in the computer and identify designated requirements and requests.
  • Contact relevant individuals or departments to resolve guest calls, requests, or problems.
  • Coordinate with Housekeeping to track readiness of rooms for check-in.
  • Review shift logs and document pertinent information.
  • Count bank at the beginning and end of shift, balance, and drop receipts according to Accounting specifications.
Leadership Responsibilities
  • Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.
  • Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
  • Report accidents, injuries, and unsafe work conditions to manager.
Requirements

To be successful in this role, you must have excellent communication and interpersonal skills, with the ability to work well under pressure. You should also be proficient in Microsoft Office and have strong analytical and problem-solving skills.

Compensation

The estimated salary for this position is $60,000 - $80,000 per year, depending on experience. Marriott International offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

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