Front Office Manager Job at Courtyard by Marriott Shillong – Apply Now

Front Office Manager Job at Courtyard by Marriott Shillong - Apply Now

Key Information

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Courtyard by Marriott Shillong is seeking a dedicated and experienced professional for the position of Front Office Manager. This role involves assisting in the administration of front office functions and supervising daily operations to deliver exceptional guest service.

Job Summary

The Front Office Manager assists the leadership in managing front office functions and supervising staff on a daily basis. Key areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position directs and works with managers and employees to ensure efficient check-in and check-out processes while maximizing department financial performance and ensuring guest and employee satisfaction.

Candidate Profile: Education and Experience

  • High school diploma or GED with 2 years experience in guest services, front desk, or related professional area.
  • OR
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with no work experience required.

Core Work Activities

Maintaining Guest Services and Front Desk Goals

  • Manages day-to-day operations, ensuring quality standards and meeting customer expectations daily.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Handles complaints, settles disputes, and resolves grievances and conflicts.
  • Supervises staffing levels to meet guest service, operational needs, and financial objectives.
  • Ensures regular on-going communication with employees regarding business objectives and expectations.
  • Understands the department’s impact on overall property financial goals and manages to achieve or exceed them.

Supporting Management of Front Desk Team

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others.
  • Encourages mutual trust, respect, and cooperation among team members.
  • Serves as a role model demonstrating appropriate behaviors.
  • Supervises and manages employees, handling all day-to-day operations and performing duties in their absence.
  • Establishes and maintains open, collaborative relationships with employees.
  • Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

  • Provides services above and beyond for customer satisfaction and retention.
  • Improves service by assisting individuals to understand guest needs and providing coaching.
  • Responds to and handles guest problems and complaints.
  • Empowers employees to provide excellent customer service.
  • Observes service behaviors and provides feedback.
  • Interacts with customers to obtain feedback on product quality and service levels.
  • Emphasizes guest satisfaction during departmental meetings with focus on continuous improvement.

Managing Projects and Policies

  • Implements customer recognition/service program and ensures adherence.
  • Trains staff and monitors adherence to credit policies to reduce bad debts.
  • Supervises same day selling procedures to maximize room revenue and control occupancy.
  • Supervises daily Front Desk shift operations and ensures compliance with policies.
  • Ensures property policies are administered fairly and consistently, following SOPs and LSOPs.

Supporting Human Resource Activities

  • Supports developmental needs through coaching and mentoring.
  • Solicits employee feedback and maintains an open door policy.
  • Assists in interviewing and hiring of team members.
  • Supports departmental orientation and new hire training.
  • Participates in employee progressive discipline procedures.

Additional Responsibilities

  • Provides information to supervisors, co-workers, and subordinates through various communication channels.
  • Analyzes information and evaluates results to solve problems.
  • Informs executives, peers, and subordinates on relevant information timely.
  • Performs all duties at the Front Desk as necessary and runs Front Desk shifts.
  • Participates in departmental meetings and communicates Front Desk goals clearly.

At Courtyard by Marriott Shillong, we foster an inclusive environment and are committed to equal opportunity employment. We celebrate diverse backgrounds and are dedicated to providing access to opportunity for all.

Frequently Asked Questions (FAQs)

What is the role of Front Office Manager at Courtyard by Marriott Shillong?

The Front Office Manager assists in administering front office functions including Guest Services, Front Desk, Bell/Door Staff, and Switchboard while supervising daily operations.

What qualifications are needed for Front Office Manager at Courtyard by Marriott Shillong?

Candidates need either a High School diploma/GED with 2 years experience or a 2-year degree in Hospitality, Hotel Management, or related field with no experience required.

Is prior experience mandatory for the Front Office Manager job in Shillong?

No. Candidates with a 2-year degree in relevant fields require no work experience. High school graduates need 2 years of relevant experience.

Where is the Courtyard by Marriott Front Office Manager vacancy located?

The position is located in Shillong, Meghalaya.

What are the main responsibilities of the Front Office Manager at Marriott Shillong?

Key duties include managing daily front desk operations, ensuring exceptional guest service, handling complaints, supervising staff, and maximizing room revenue.

Does Courtyard by Marriott Shillong offer equal opportunity employment?

Yes. Marriott International is an equal opportunity employer and does not discriminate on any protected basis.

What customer service focus is required for this role in Shillong?

The role emphasizes providing service above and beyond expectations, empowering staff, and continuous improvement in guest satisfaction.

Will the Front Office Manager supervise staff at Courtyard Shillong?

Yes. The position involves full supervision of front office team members and operations.

How can I prepare for Front Office Manager interview at Marriott Shillong?

Focus on hospitality management knowledge, leadership experience, guest service excellence, and problem-solving skills relevant to hotel front office operations.

What career growth opportunities exist at Courtyard by Marriott Shillong?

Joining Courtyard offers opportunities to grow within Marriott International’s global portfolio of brands.

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Important Notice

Candidates should carefully read the official recruitment notification before submitting an application. Vacancy details, eligibility criteria, examination dates, and other information may be revised by the recruiting authority without prior notice.

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