Assistant Front Office Manager

Additional Information Job Number 25170099 Job Category Rooms & Guest Services Operations Location JW Marriott Washington DC, 1331 Pennsylvania Avenue NW, Washington, District of Columbia, United States, 20004VIEW ON MAP (Marriott Washington DC, 1331 Pennsylvania Avenue NW, Washington, District of Columbia, United States, 20004) Schedule Full Time Located Remotely? N Position Type Management Pay Range: $63,000 - $84,000 annually Bonus Eligible: Y JOB SUMMARY Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. CANDIDATE PROFILE Education and Experience u2022 High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. OR u2022 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 Supporting Management of Front Desk Team u2022 Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. u2022 Encourages and builds mutual trust, respect, and cooperation among team members. u2022 Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. u2022 Ensures employee recognition is taking place on all shifts. u2022 Establishes and maintains open, collaborative relationships with employees. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals u2022 Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. u2022 Develops specific goals and plans to prioritize, organize, and accomplish your work. u2022 Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. u2022 Strives to improve service performance. u2022 Collaborates with the Front Office Manager on ways to continually improve departmental service. u2022 Communicates a clear and consistent message regarding the Front Office goals to produce desired results. u2022 Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. u2022 Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Ensuring Exceptional Customer Service u2022 Provides services that are above and beyond for customer satisfaction and retention. u2022 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. u2022 Serves as a role model to demonstrate appropriate behaviors. u2022 Sets a positive example for guest relations. u2022 Displays outstanding hospitality skills. u2022 Empowers employees to provide excellent customer service. u2022 Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. u2022 Provides feedback to employees based on observation of service behaviors. u2022 Handles guest problems and complaints effectively. u2022 Interacts with guests to obtain feedback on product quality and service levels. Managing Projects and Policies u2022 Implements the customer recognition/service program, communicating and ensuring the process. u2022 Ensures compliance with all Front Office policies, standards and procedures. u2022 Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Additional Responsibilities u2022 Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. u2022 Analyzes information and evaluating results to choose the best solution and solve problems. u2022 Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. u2022 Functions in place of the Front Office Manager in his/her absence. u2022 Communicates critical information from pre- and post-convention meetings to the Front Office staff. u2022 Participates in department meetings. _At 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._ Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of u201cWonderful Hospitality. Always.u201d by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name thatu2019s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youu2019re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brandu2019s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where youu2019ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. Thatu2019s The JW Treatmentu2122. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,u200b begin your purpose, belong to an amazing globalu200b team, and become the best version of you.

Created: 2025-12-05