Franchised Front Office Manager

Profile

Job Number 23024125

Job Category Rooms & Guest Services Operations

Location Cardo Roma Autograph Collection, Viale del Pattinaggio 100, Rome, Italy, Italy

Schedule Full-Time

Located Remotely? N

Relocation? Y

Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Larimar Rome Hotel Operations S.r.l. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

JOB SUMMARY


Front Office Manager will administer 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.


Principal Accountabilities

Maintaining Guest Services and Front Desk Goals


Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develop specific goals and plans to prioritize, organize, and accomplish your work.
Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met.
Ensure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
Understand the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.


Management of Front Desk Team


Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision-making; demonstrates honesty/integrity; lead by example.
Encourage and building mutual trust, respect, and cooperation among team members.
Serving as a role model to demonstrate appropriate behaviors.
Supervise and manage employees. Manage all day-to-day operations. Understand employee positions well enough to perform duties in employees' absence.
Establish and maintain open, collaborative relationships with employees and ensures employees do the same within the team.
Supervise all areas of the Front Office


Ensuring Exceptional Customer Service


Provide services that are above and beyond for customer satisfaction and retention.
Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Responds to and handles guest problems and complaints.
Set a positive example for guest relations.
Empower employees to provide excellent customer service.
Observe service behaviors of employees and provide feedback to individuals.
Interact with customers to obtain feedback on quality of product, service levels and overall satisfaction.
Ensure employees understand customer service expectations and parameters.
Interact with guests to obtain feedback on product quality and service levels.
Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.


Managing Projects and Policies


Implement the customer recognition/service program, communicating and ensuring the process.
Train staff and monitor adherence to all credit policies and procedures to reduce bad debts and rebates.
Supervise same day selling procedures to maximize room revenue and control property occupancy.
Supervise daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
Ensure 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.


Supporting Human Resource Activities


Support the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Solicit employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
Bring issues concerning employee satisfaction to the attention of the department manager and Human Resources.
Assist as needed in the interviewing and hiring of employee team members with the appropriate skills.
Support a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
Participate in employee progressive discipline procedures.


Additional Responsibilities


Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyze information and evaluating results to choose the best solution and solve problems.
Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner.
Perform all duties at the Front Desk as necessary.
Run Front Desk shifts whenever necessary.
Participate in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.


JOB REQUIREMENTS

Competencies


Excellent Communication Skills
Initiative and the Anticipation of needs
Customer service-oriented
Attention to detail
Problem solver
Positive approach


Qualifications, Skills & Experience


Fluent in both Italian and English
Strong understanding of front desk, guest services
Internationally experienced
Affinity with a more refined lifestyle


Candidate profile

Education and Experience

Minimum 4-year experience in similar role in comparable property with sizeable rooms and meeting spaces.

Preferred:


Has demonstrated the ability to always work on behalf of Guests
Has demonstrated the ability to work with other Team Members
Successful track record of working in a collaborative/matrixed environment


This company is an equal opportunity employer.

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Marriott's Autograph Collection features a select group of upscale and luxury independent partner hotels, each with its own distinct personality, experience, style and features. Located in major cities and desirable destinations around the world, Autograph guests favor hotel stays that reflect their own unique and personal styles. Be a part of our team and deliver an innovative guest experiences that resists predictability.

Company info

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