ph3JOB SUMMARY /h3 pEntry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities. /p h3CANDIDATE PROFILE /h3 h3Education and Experience /h3 ul liHigh school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. /li li2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. /li /ul h3CORE WORK ACTIVITIES /h3 h3Supporting Management of Front Desk Team /h3 ul liUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. /li liEncourages and building mutual trust, respect, and cooperation among team members. /li liServes as a role model to demonstrate appropriate behaviors. /li liSupports all day-to-day operations. /li liUnderstands employee positions well enough to perform duties in employees' absence. /li liCoaches, counsels and encourages employees. /li liHandles employee questions and concerns. /li liSupports all areas of the Front Office in the absence of the Front Office or Front Desk Manager. /li liGuides daily Front Desk shift operations. /li liCommunicates performance expectations to employees in accordance with job descriptions for each position. /li /ul h3Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals /h3 ul liManages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. /li liDevelops specific goals and plans to prioritize, organize, and accomplish your work. /li liHandles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. /li liParticipates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. /li liStrives to improve service performance. /li liSupervises staffing levels to ensure that guest service, operational needs and financial objectives are met.



/li liTrains staff on adherence to all credit policies and procedures to reduce bad debts and rebates. /li liSupervises same day selling procedures to maximize room revenue and property occupancy. /li liUnderstands the impact of Front Desk operations on the overall property financial goals and objectives. /li /ul h3Ensuring Exceptional Customer Service /h3 ul liProvides services that are above and beyond for customer satisfaction and retention. /li liImproves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. /li liSets a positive example for guest relations. /li liEmpowers employees to provide excellent customer service within guidelines. /li liHandles guest problems and complaints seeking assistance from supervisor as necessary. /li liInteracts with guests to obtain feedback on product quality and service levels. /li /ul h3Managing Projects and Policies /h3 ul liImplementing the customer recognition/service program, communicating and ensuring the process. /li liAssists in the review of comment cards and guest satisfaction results with employees. /li liEnsures employees have the proper supplies and uniforms. /li liAssists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. /li /ul h3Supporting Handling of Human Resource Activities /h3 ul liIdentifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. /li liProviding guidance and direction to subordinates, including setting performance standards and monitoring performance. /li liProvides feedback to individuals based on observation of service behaviors. /li liParticipates in an ongoing employee recognition program. /li liConducts training when appropriate. /li liParticipates in the employee performance appraisal process. /li /ul h3Additional Responsibilities /h3 ul liProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e‑mail, or in person.



/li liAnalyzes information and evaluating results to choose the best solution and solve problems. /li liInforms and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. /li liPerforms all duties at the Front Desk as necessary. /li liUnderstands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations. /li liComplies with loss prevention policies and procedures. /li /ul pAt Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. /p pAt more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. /p pEvery day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. /p pYour role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a general brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with. /p pIn joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. bBe /b where you can do your best work, bbegin /b your purpose, bbelong /b to an amazing global team, and bbecome /b the best version of you. /p /p #J-18808-Ljbffr

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