Assistant Front Office Manager
Job Number: 26054031
Job Category: Rooms & Guest Services Operations
Location: Protea Hotel by Marriott Lilongwe Ryalls, Off Glyn Jones Rd, Lilongwe, Malawi
Schedule: Full Time
Remote Work: No
Position Type: Management
Job Summary
This role involves assisting in the management of all operations within the rooms division departments (including Front Office, Engineering/Maintenance, and Housekeeping) and supervising staff. The focus is on continually improving guest and employee satisfaction while maximizing the financial performance of the department. You will monitor adherence to standards and procedures, and lead specific teams while contributing to meeting or exceeding property goals.
Candidate Profile
Education and Experience
- A high school diploma or GED, coupled with 4 years of experience in guest services, front desk, housekeeping, or a related professional field.
Alternatively:
- A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with 2 years of experience in guest services, front desk, housekeeping, or a related professional area.
Core Work Activities
Leading Room Operations Team
- Verify that goals related to guest tracking and productivity are effectively communicated to the team.
- Cultivate a property environment that promotes motivation, empowerment, teamwork, continuous improvement, and a passion for service.
- Analyze employee and guest satisfaction results to develop action plans for addressing areas needing improvement and capitalizing on strengths.
- Ensure the team possesses the necessary capabilities to meet expectations.
- Lead by example, demonstrating self-confidence, energy, and enthusiasm.
- Assist employees in understanding and exceeding the evolving needs and expectations of guests.
Managing Property Rooms Operations Function(s)
- Assist in managing the execution of all operations within the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
- Follow property-specific second effort and recovery plans.
- Publish all guest satisfaction results promptly, including data from all guest satisfaction forms, comment cards, and guest letters.
- Employ proactive approaches when addressing employee concerns.
- Maintain professionalism and courtesy towards employees at all times.
- Communicate and update all goals and results with employees.
- Conduct one-on-one meetings with staff on a semiannual basis.
- Assist with and teach team scheduling based on guest volume and hours per occupied room goals.
- Perform hourly job functions as required.
- Undertake other duties as assigned to meet business needs.
Managing and Monitoring Activities That Affect The Guest Experience
- Demonstrate a thorough understanding of the brand's service culture.
- Provide excellent customer service by being readily available and approachable to all guests.
- Strive for continuous improvement in guest and employee satisfaction.
- Take proactive measures when addressing guest concerns.
- Exhibit professionalism and courtesy towards guests at all times.
- Respond in a timely manner to requests from the customer service department.
- Ensure that all team members meet or exceed all hospitality requirements.
Managing Profitability
- Assist in conducting the required annual Quality audit with the General Manager (GM) and Regional Director (RD).
- Verify that a viable key control program is in place.
- Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement, identifying areas for cost reduction and program improvement.
- Aim to maximize the financial performance of the department.
Conducting Human Resources Activities
- Participate in interviews and assist in making hiring decisions.
- Receive hiring recommendations from team supervisors.
- Ensure that orientations for new team members are thorough and completed in a timely fashion.
- Solicit employee feedback, maintain an “open door” policy, and review employee satisfaction results to identify and address employee issues or concerns.
- Verify that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and support the Peer Review Process, where applicable.
- Celebrate successes and publicly acknowledge the contributions of team members.
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.
Protea Hotels by Marriott® is the leading hospitality brand in Africa with over 60 hotels across the continent. If you have a passion for delivering personalized guest service and aspire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team! In joining Protea 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.
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