Full Job Description
Posting Date Sep 15, 2020
Job Number 20053736
Job Category Rooms and Guest Services Operations
Location The St. Regis Bahia Beach Resort, Puerto Rico, State Road 187 kilometer 4.2, Rio Grande, Puerto Rico, United States VIEW ON MAP
Brand St. Regis Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York’s Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis.
JOB SUMMARY
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.
CANDIDATE PROFILE
Education and Experience
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.
CORE WORK ACTIVITIES
Supporting Management of Front Desk Team
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.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
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.
Ensuring Exceptional Customer Service
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.
Managing Projects and Policies
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.
Additional Responsibilities
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.
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.
