Asst. Director of Front Office

• High school diploma or GED; 2 years experience in the 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; no work experience required.                 

• 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.                 
• Serves as a role model to demonstrate appropriate behaviors.                 
• Sets a positive example for guest relations.                 
• Displays outstanding hospitality skills. 
• Empowers employees to provide excellent customer service.  
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. 
• Provides feedback to employees based on observation of service behaviors. 
• Handles guest problems and complaints effectively. 
• Interacts with guests to obtain feedback on product quality and service levels.                 

• Implements the customer recognition/service program, communicating and ensuring the process.                 
• Ensures compliance with all Front Office policies, standards and procedures. 
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.                 

• →Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. 
• →Analyzes information and evaluating results to choose the best solution and solve problems.
• →Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. 
• →Functions in place of the Front Office Manager in his/her absence. 
• →Communicates critical information from pre and post-convention meetings to the Front Office staff.  
• →Participates in department meetings.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.