Assistant Front Desk Manager Gaylord - (21132397)
Company: Marriott International, Inc.
Location: Oxon Hill
Posted on: November 22, 2021
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Gaylord National Resort & Convention Center located at 201
Waterfront Street, Oxon Hill, MD, 20745 is hiring a Assistant Front
Entry level management position that is responsible for leading and
assisting with the successful completion of daily shift
requirements. Front office areas include Bell/Door Staff,
Switchboard and Guest Services/Front Desk. Strives to ensure guest
and employee satisfaction and achieve the operating budget. Assists
in completing financial and administrative responsibilities.
Education and Experience
High school diploma or GED; 2 years experience in the guest
services, front desk, or related professional area.
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 building mutual trust, respect, and cooperation
among team members.
Serves as a role model to demonstrate appropriate behaviors.
Understands employee positions well enough to perform duties in
Handles employee questions and concerns.
Supports all areas of the Front Office in the absence of the Front
Office or Front Desk Manager.
Supports daily Front Desk shift operations.
Supporting Progress Toward Guest Services and Front Desk Goals
Supports 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.
Participates in department meetings and continually communicates a
clear and consistent message regarding the Front Desk goals to
produce desired results.
Strives to improve service performance.
Observes staffing levels to ensure that guest service, operational
needs and financial objectives are met.
Supports training of staff on adherence to all credit policies and
procedures to reduce bad debts and rebates.
Supports same day selling procedures to maximize room revenue and
Understands the impact of Front Desk operations on the overall
property financial goals and objectives.
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.
Sets a positive example for guest relations.
Encourages employees to provide excellent customer service within
Handles guest problems and complaints seeking assistance from
supervisor as necessary.
Interacts with guests to obtain feedback on product quality and
Supporting Projects and Policies
Supports implementation of customer recognition/service programs,
communicating and ensuring the process.
Assists in the review of comment cards and guest satisfaction
results with employees.
Ensures employees have the proper supplies and uniforms.
Assists in the use of a guest information tracking system to ensure
that a successful repeat guest recognition program is in use to
recognize guest preferences and aid in problem resolution.
Supporting Handling of Human Resource Activities
Identifies the developmental needs of others and coaching,
mentoring, or otherwise helping others to improve their knowledge
Provides guidance and direction to subordinates, including setting
performance standards and monitoring performance.
Provides feedback to individuals based on observation of service
Participates in an ongoing employee recognition program.
Supports training when appropriate.
Participates in the employee performance appraisal process.
Provides information to supervisors, co-workers, and subordinates
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 updating the executives, the peers and the
subordinates on relevant information in a timely manner.
Performs all duties at the Front Desk as necessary.
Understands the functions of the Bell Staff, Switchboard and
Concierge/Guest Services operations.
Complies with loss prevention policies and procedures.
Apply now at
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Additional Location(s): National Harbor, Maryland; Washington,
District of Columbia
Marriott International is an equal opportunity employer. We believe
in hiring a diverse workforce and sustaining an inclusive,
people-first culture. We are committed to non-discrimination on any
protected basis, such as disability and veteran status, or any
other basis covered under applicable law.
Keywords: Marriott International, Inc., Washington DC , Assistant Front Desk Manager Gaylord - (21132397), Executive , Oxon Hill, DC
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