Front Office Manager - Franchised

at  Marriott International Inc

Job Number 24131724
Job Category Rooms & Guest Services Operations
Location AC Hotel Waco Downtown, 600 Mary Ave, Waco, Texas, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Additional Information: This hotel is owned and operated by an independent franchisee, Harrell Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International, Inc.
Help us put the AC in Waco by joining the AC Hotel by Marriott Waco Downtown family!
Job Summary
The Front Office Manager serves as the department leader for the hotel’s Front Office operations. This position will directly oversee the Reception (Front Desk) team, including a Front Desk Supervisor and Night Audit. The Front Office Manager is responsible for implementing, and monitoring the necessary systems and processes to execute our brand’s service strategy, standards, and initiatives for Front Office operations, which includes Pre-Arrival Planning, Guest problem resolution and recovery, Guest Satisfaction (GSS), online review responses, loyalty program enrollment, arrival and departure experience, Quality Assurance (QA), GXP/ Empower, hiring/ training/ scheduling of Front Desk staff, department payroll and labor tracking, inventory and ordering for assigned accounts, and championing the AC Hotel brand’s culture and service standards. The Front Office Manager ensures the hotel’s Front Office operations meet or exceeds the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues, and maximizes the financial performance of the rooms division, and develops positive owner relations.
The Front Office Manager is bonus eligible and participates in the Leadership Incentive Plan.
More About AC Hotels
In AC Hotels’ view, attention to detail is the greatest form of generosity that can be offered to guests. AC Hotels is a stylish, edited experience that evokes harmony for the modern traveler. Associates, called Family Members, are able to thrive in a sleek environment and focus on what matters most to each other and guests.
Just steps away from the Silos and minutes from Baylor University, the AC Hotel Waco Downtown features 182 guestrooms, approximately 15,000 sq. ft. of Meeting & Event space. We are searching for a dynamic hospitality professional to join our team.

Qualifications

• FOSSE PMS, GXP, and Marriott brand experience highly preferred
• Minimum 2 years experience in Hotel Management
• High school diploma or GED, 4-years’ experience in guest services management in hotels or related professional area preferred, or
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major, 2-years’ experience in guest services management in hotels or related professional area., or
• Bachelor’s degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major, 1-year experience in guest services management in hotels or related professional area
• TABC Server Certification or equivalent
• Valid, current driver’s license. CPR Certification required, Frist Aide training, and AED Certification preferred.
• Given that our guests visit our hotels from all regions of the world, additional/multilingual ability is preferred to provide a personalized experience to our guests.

Core Work Activities

• Excellent customer service skills
• Excellent communication skills, both verbal and written
• Ability to effectively present information to individuals or groups
• Proficient with Microsoft Office programs
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Manages expense and labor spending against budgeted goals within Front Office department.
• Executes sell-out efficiency
• Manages department’s labor wages and controllable expenses.
• Consistently measures and communicates the team’s performance against brand standards for guest service (GSS), quality assurance (QA), and other performance metrics.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on overall satisfaction.
• Creates an atmosphere within Front Office that meets or exceeds guest expectations.
• Ensures that regular, ongoing communication occurs within Front Office (e.g., daily meeting, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Work on multiple tasks, making appropriate progress towards deadlines.
• Able to work independently, take direction and provide direction to others.
• Manage differing personalities with the department.
• Maintain the highest degree of confidentiality.
• Ability to work effectively in stressful, high-pressure situations.
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems.

Estimated salary $50,000 annually. This position is bonus eligible and participates in the Leadership Incentive Plan. Comprehensive benefits package that includes: medical, vision, dental, 401k program with employer match, and employee discounts.
This company is an equal opportunity employer.
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Please refer the Job description for details