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Assistant Front Office Manager (m/f/d) - Berlin Marriott Hotel

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Marriott International

Nov 1

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • Berlin

Requirements

  • Professional German language skills are mandatory for this position.
  • High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
  • OR
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

  • Assists the Front Office Manager in administering 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.
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
  • Ensures employee recognition is taking place on all shifts.
  • Establishes and maintains open, collaborative relationships with employees.
  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Strives to improve service performance.
  • Collaborates with the Front Office Manager on ways to continually improve departmental service.
  • Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
  • Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Sets a positive example for guest relations.
  • Displays outstanding hospitality skills.
  • Empowers employees to provide excellent customer service.
  • Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Provides feedback to employees based on observation of service behaviors.
  • Handles guest problems and complaints effectively.
  • Interacts with guests to obtain feedback on product quality and service levels.
  • Implements the customer recognition/service program, communicating and ensuring the process.
  • Ensures compliance with all Front Office policies, standards and procedures.
  • Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
  • Analyzes information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Functions in place of the Front Office Manager in his/her absence.
  • Communicates critical information from pre- and post-convention meetings to the Front Office staff.
  • Participates in department meetings.

FAQs

Is this position available for remote work?

No, this position requires on-site presence at the Berlin Marriott Hotel.

What language skills are required for this role?

Professional German language skills are mandatory for this position.

What level of education is required for the Assistant Front Office Manager position?

A high school diploma or GED with 2 years of experience in guest services, front desk, or a related professional area is required; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is acceptable with no prior work experience required.

What are the main responsibilities of the Assistant Front Office Manager?

The main responsibilities include assisting the Front Office Manager in administering front office functions, supervising staff, managing day-to-day operations, ensuring guest and employee satisfaction, and maximizing the financial performance of the department.

How does the role support employee management?

The Assistant Front Office Manager utilizes interpersonal and communication skills to lead, influence, and encourage team members, supervises and manages employees, and ensures employee recognition is taking place on all shifts.

What kind of experience is preferred for candidates?

Candidates should have experience in guest services, front desk operations, or related professional areas, with a minimum of 2 years for those without a degree.

Are there opportunities for employee recognition and development in this position?

Yes, the role emphasizes employee recognition and establishes collaborative relationships with employees to support their development.

How is guest satisfaction prioritized in this role?

The role focuses on providing exceptional customer service, obtaining feedback on product and service quality, and implementing corrective action plans based on guest satisfaction results.

Does this job require the Assistant Front Office Manager to handle guest complaints?

Yes, the Assistant Front Office Manager is responsible for handling complaints, settling disputes, and resolving grievances effectively.

Is there a commitment to diversity and inclusion in the workplace?

Yes, Marriott International is committed to hiring a diverse workforce and sustaining an inclusive, people-first culture.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.

OpportunitiesView all

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