JW Marriott Front Office Manager - Full Time

From comfortably casual to lavishly appointed, AHC Hospitality represents a diverse array of hotels, restaurants, and resorts. Our team members provide exceptional experiences that delight our guests at every touchpoint. Whether hosting a meeting for several hundred, serving a table for two, or creating a beautiful space for our guests to enjoy, AHC Hospitality is full of opportunities for our guests, as well as our associates. We invest in supporting your growth and are a company who sees your success as our success. Choose a property that fits your personality: the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, Courtyard by Marriott Downtown -- and start your unstoppable career here.

This is a full-time position requiring weekend availability.

This position is eligible for full benefits (medical, dental & vision), 401K, paid vacation, discounted downtown parking, free employee meals, hotel and restaurant discounts and more.

Summary:

To efficiently manage the operation of the Front Desk, At Your Service, Guest Services, Bell stand, Valet Parking, Concierge, and the JW Marketplace. This position shares responsibility for achieving revenue goals, guest and associate satisfaction, operational performance and standards and the financial performance of the room division. To ensure that the room division operations are working in a professional manner at all times. The Rooms Division Manager implements the brand’s service strategy and brand initiatives with the objective of meeting or exceeding guest expectation. The Rooms Division Manager assist the Director or Rooms in all areas to ensure smooth operations.

Essential Functions:

• Directly responsible for overseeing the day to day operations of front desk, At Your Service, bell stand, valet parking, concierge, JW Marketplace, and event parking.
• Responsible for interviewing and hiring of associates.
• Manages the front office operation with minimal costs and maximum profitability through proficient management of staff, internal controls, supply ordering, administration of company policies and procedures, and excellent guest service.
• Sets expectation and holds supervisor team accountable for implementing the hotel strategy and brand initiatives.
• Ensures compliance with brand operating standards to maintain brand integrity.
• Executes standards of annual BSA Audit and ensures front office team is following this performance to achieve high scores.
• Focuses leadership team on delivering services and products to meet or exceed guest expectations, create customer loyalty and grow market share.
• Is highly visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Is in the guest area during high traffic times to assist the front office and to ensure smooth operations.
• Champions the brand service strategy across all associate levels and continually focuses on improving guest satisfaction.
• Maintains a team and business environment that consistently delivers positive results and continuously strives to improve these results.
• Ensures supervisor team is focused on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions.
• Creates and sustains a work environment that embraces the brand’s culture, ensures fair and equitable treatment and associate satisfaction to enable business success.
• Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interaction with guests and associates.
• Leads by example: Provides a high-quality service and demonstrates hospitality towards all customers.
• Communicates with other Rooms Division Manager and supervisors about daily audits and controls, so all are informed about proper procedures.
• Initiates monthly meetings in the department. Attend staff meetings, department head meetings, forecast meetings and sales strategy meetings.
• Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills.
• Observes service behaviors of associates and provides feedback to individuals.
• Ensures successful communications between the departments as well as within the department.
• Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
• Ensures that recognition programs for both guest and associates are in place and working.
• Initiates additional tasks to improve existing procedures and guest satisfaction.
• Resolves system problems and can operate the system manually. Can lead the staff through a down time.
• Have plans and actions in place to meet goals and mission of the company and the hotel.
• Ensures service, technical skills and leadership training occurs throughout the whole department to support successful daily operations.
• Drives focus on GuestVoice/GSS to supervisors and associates.
• Reviews comment cards, guest satisfaction surveys and other data to identify areas of improvement. Reviews findings with management/supervisor team and ensures appropriate corrective action is taken.
• Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsel associates whenever appropriate.
• Be well groomed and conform to the hotel’s dress code.
• Be informed about daily operations and events.
• Be highly visible during extraordinary events.
• Be familiar with sales strategies.
• Develop a thorough knowledge about all brands in Marriott’s portfolio.
• Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
• Be familiar with cultural differences and know correct behavior for each culture. Also know the different protocols and etiquette.
• Be knowledgeable about all emergency plans and know how to act upon them.
• Ensures awareness and compliance to all company safety and security policies and procedures. Ensures guest and associate safety by proper training and maintenance of equipment and work area.
• Report any unusual occurrences immediately to the Director or Rooms or the General Manager.
• At all times strive to represent JW Marriott and AHC+ Hospitality in the most professional and courteous manner.
• Becomes proficient in the operating systems PMS, GXP and HotSOS.

Required Skills:

• • Understand the mission, vision, and game plan of the brand and the hotel.
• • Extensive knowledge of hotel operations especially Front Office.
• • Above average understanding of Marriott hotel operations and services preferred.
• • Advanced guest service and interpersonal skills. Previous supervisory experience.
• • Knowledge of problem-solving tools and techniques for customer issues, as well as internal issues.
• • Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience and maximize revenues.
• • Clear understanding of human resource issues and policies.
• • Strong organization skills.
• • Ability to effectively manage labor productivity.
• • Strong communication skills including the ability to deal effectively with vastly diverse employees.
• • Comprehensive understanding of leadership skills and has the ability to apply them.
• • Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning and revenue management.
• • Ability to use strategic planning and product positioning skills to grow the business.
• • Good negotiation skills.
• • Ability to use standard software applications and hotel system.

Education & Experience:

• • Experience as manager in operations with front office focus preferred.
• • Full Service Marriott experience preferred.
• • Degree in business or hospitality management preferred.