Front Office Manager
Job Number: 26054025
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
Position Overview
This role entails daily assistance to the Front Office Manager in overseeing front office functions and supervising staff. The front office area encompasses bell services, switchboard operations, and customer service/front desk. You will guide and collaborate with management and staff to implement procedures ensuring efficient check-in and check-out processes, guest and employee satisfaction, and maximizing the department's financial performance.
Candidate Profile
Education and Experience Requirements
- High school diploma or equivalent (GED) along with 2 years of experience in guest services, front desk, housekeeping, or a related professional field.
Alternatively:
- A two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no prior work experience required.
Core Work Activities
Maintaining Guest Service and Front Desk Goals
- Manage daily operations to ensure quality standards are met and guest expectations are consistently fulfilled.
- Develop specific objectives and plans to prioritize, organize, and complete work effectively.
- Address complaints, resolve disputes, settle grievances, or negotiate with others.
- Oversee staffing to ensure guest service, operational needs, and financial targets are met.
- Engage in regular, ongoing communication with employees to foster awareness of business objectives, convey expectations, recognize performance, and achieve desired outcomes.
- Understand the impact of departmental operations on the hotel's overall financial goals and objectives, striving to meet or exceed them.
Supporting Front Desk Team Management
- Utilize interpersonal and communication skills to guide, influence, and encourage others; advocate for sound financial/business decisions; demonstrate honesty/integrity; and lead by example.
- Foster mutual trust, respect, and cooperation among team members.
- Serve as a role model by demonstrating appropriate behavior.
- Supervise and manage employees, overseeing all daily operations. Fully understand employees' positions to perform duties in their absence.
- Establish and maintain open, collaborative relations with employees and ensure the same is true for interactions within the team.
- Oversee all areas of the Front Office in the absence of the Front Office Manager or Assistant Front Office Manager.
Ensuring Excellent Guest Service
- Deliver service that exceeds expectations, leading to guest satisfaction and retention.
- Enhance service quality by communicating and assisting individuals in understanding guest needs, providing guidance, feedback, and personal coaching as needed.
- Respond to and resolve guest inquiries and complaints.
- Set a positive example for guest relations.
- Empower employees to provide exceptional guest service.
- Observe employee service behaviors and provide feedback to individuals and/or managers.
- Interact with guests to gather feedback on product quality, service levels, and overall satisfaction.
- Ensure employees understand the expectations and drivers of guest service.
- Engage with guests and solicit feedback on product quality and service levels.
- Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
Managing Projects and Policies
- Implement guest recognition/service programs and ensure their consistent execution.
- Train employees and oversee adherence to all credit policies and procedures to minimize bad debt and refunds.
- Supervise the day's sales and check-out procedures, maximizing room revenue and controlling hotel occupancy.
- Oversee front desk daily shift operations, ensuring compliance with all policies, standards, and procedures.
- Ensure hotel policies are administered fairly and consistently, completing disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPs), and supporting the Peer Review process.
Supporting Human Resources Activities
- Support others' development needs by coaching, mentoring, or otherwise helping them to improve their knowledge or skills.
- Solicit employee feedback, practice an “open door” policy, and review employee satisfaction results to identify and address employee issues or concerns.
- Bring issues regarding employee satisfaction to the attention of the Department Manager and Human Resources Department.
- Assist with interviewing and hiring team members with appropriate skills as needed.
- Support departmental onboarding and training programs to ensure new employees receive appropriate training to successfully perform their job duties.
- Participate in the progressive discipline process for employees.
Other Responsibilities
- Provide information to supervisors, co-workers, and subordinates by telephone, in writing, e-mail, or in person.
- Analyze information and evaluate results to choose the best solution and solve problems.
- Inform and/or update executives, the company, appropriate staff and/or supervisors in a timely manner of all pertinent information related to the job.
- Perform all Front Desk duties as needed.
- Execute Front Desk shift changes as needed.
- Conduct departmental meetings and continually communicate clear and consistent messages regarding Front Desk goals to achieve expected performance.
Marriott International is committed 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.