About this role
Salary Range: $72,500 - $80,000
Valid driver's license may be required with at least one year of clean driving history. Relocation Assistance Available
Education and Experience
• High school diploma, GED or equivalent degree; 2 years of progressive experience in a hotel Front Office operation. OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. CORE WORK ACTIVITIES Maintaining Guest Services and Front Desk Goals
• Manages day-to-day operations, including group arrival, registration, VIP registration, and check-out. • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. • Supervises staffing levels to verify that guest service, and operational needs are met. • Verifies that there is regular on-going communication with associates to create awareness of business objectives and expectations, recognizes performance, and produces desired results. Supporting Management of Front Desk Team
• Provides coaching and written or verbal documentation of positive and or corrective feedback to Front Desk associates • Supervises and manages associates. Manages all day-to-day operations. Understands associate positions well enough to perform duties in associates' absence. • Communicates verbally and in writing, with all level of associates and guests that epitomizes the Marriott Vacations Worldwide Service Culture. • Maximizes productivity, and identifies problem areas and implement solutions. Conducting Human Resources Activities
• Uses all available on the job training tools to train new hires and provide follow-up training as necessary. • Establishes and maintains open, collaborative relationships with associates and ensures associates do the same with them. • Schedule associates to business demands and for tracks associate time and attendance. • Ensures associates understand expectations and parameters. • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy. • Observes service behaviors of associates and provides feedback to individuals. • Ensures associate recognition is taking place on all shifts. • Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns. • Participates in associate progressive discipline procedures. • Review associate satisfaction results. • Participates in interviewing and hiring of team members with the appropriate skills. Ensuring Exceptional Customer Service
• 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. • Responds to and handles guest problems and complaints, taking corrective action as necessary including pass down Managing Projects and Policies
• Maintains Knowledge of and assists in all emergency procedures as required. • Follows and enforce all resort credit policies • Supervises daily Front Desk shift operations and monitors compliance with all policies, standards and procedures. • Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs). Supporting Human Resource Activities
• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns. • Brings issues concerning associate satisfaction to the attention of the department manager and Human Resources. • Monitors Daily performance of Front Desk staff. Supervision duties include hiring, training, scheduling, assigning daily tasks, evaluating performance and terminating. Additional Responsibilities
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. • Analyzes information and evaluating results to choose the best solution and solve problems. • Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. #LI-CW1
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.