Front Office Manager

About the Role

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. 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.

Responsibilities

• Manage day-to-day Front Office operations to meet quality standards and customer expectations, including supervising Bell/Door Staff, Switchboard and Front Desk.
• Develop goals and plans to prioritize, organize and accomplish work; supervise staffing levels to meet guest service, operational and financial objectives.
• Handle guest complaints, settle disputes, resolve grievances and interact with guests to obtain feedback on product quality and service levels.
• Lead, coach and mentor team members; encourage trust, respect and cooperation; act as role model and supervise all Front Office areas in the absence of Front Office or Assistant Front Office Manager.
• Train staff and monitor adherence to credit policies, same-day selling procedures and all Front Desk policies, standards and SOPs to control occupancy and maximize room revenue.
• Support HR activities including interviewing and hiring, onboarding orientation, soliciting employee feedback, participating in progressive discipline and reporting employee satisfaction issues to management/HR.
• Perform Front Desk duties and run shifts as necessary; communicate information to supervisors, co-workers and subordinates by phone, email or in person; analyze information to choose solutions and update executives and peers in a timely manner.

Qualifications

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

Additional Information

• Location: Bangkok Marriott Marquis Queen’s Park, 199 Sukhumvit Soi 22, Bangkok, Thailand 10110
• Schedule: Full Time
• Position Type: Management