Deskripsi Pekerjaan
Marriott International, a global leader in luxury hospitality, is searching for an exceptional Front Office Manager to join our team at the heart of Malate, Metro Manila. In this dynamic leadership role, you will orchestrate the entire guest journey, from the initial welcome to the final farewell, ensuring every interaction reflects the highest standards of Marriott's renowned service culture.
As the Front Office Manager, you will be the brand ambassador and operational expert, leading a talented team of front desk agents, concierge, and guest services professionals. We seek a visionary leader passionate about developing talent, maximizing guest satisfaction scores (GSS), and driving revenue through strategic yield management. Your day-to-day will involve managing room inventory, optimizing the labor model, resolving high-level guest concerns, and fostering an environment of continuous improvement. Collaboration with Housekeeping, Engineering, and Food & Beverage is key to ensuring a flawless guest experience.
At Marriott, we offer more than just a job. We provide a path to a global career. You will have access to world-class training, unparalleled career advancement opportunities across our vast portfolio of brands, and an inclusive culture that values diverse perspectives. We are committed to taking care of our associates, offering competitive compensation, travel perks, and a supportive work environment where you can thrive.
If you are an accomplished hospitality professional with a proven background in front office management within a premium hotel setting, and you embody the spirit of genuine hospitality, we invite you to apply and embark on a rewarding journey with Marriott International.
Tanggung Jawab
- Oversee all daily front office operations including front desk, reservations, guest services, and concierge, ensuring adherence to Marriott brand standards.
- Lead, coach, and mentor the front office team, fostering a culture of high performance, continuous learning, and exceptional guest service.
- Manage guest relations promptly and professionally, resolving complaints and ensuring guest satisfaction scores meet or exceed targets.
- Develop and implement strategies to maximize room revenue, occupancy levels, and average daily rate through effective upselling and inventory management.
- Prepare and manage the front office budget, controlling labor costs and expenses while maintaining service quality.
- Collaborate with Housekeeping, Engineering, and Sales departments to ensure seamless guest experiences and effective communication.
- Conduct regular meetings and training sessions to communicate goals, policies, and operational updates to the team.
- Monitor and analyze guest feedback through surveys and reviews, implementing corrective actions and service enhancements as needed.
Kualifikasi
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 3-5 years of progressive experience in front office operations within a luxury hotel setting, with at least 2 years in a supervisory or management role.
- Proven track record of driving guest satisfaction and achieving operational KPIs.
- Strong leadership, interpersonal, and communication skills, with the ability to motivate a diverse team.
- Proficiency in hotel property management systems (e.g., Opera, FOSSE) and Microsoft Office Suite.
- Excellent problem-solving abilities and a calm, professional demeanor under pressure.
- Flexibility to work various shifts, including weekends, holidays, and overnight hours as needed.
- Fluency in English is required; proficiency in additional languages is an asset.