Director of Front Office
Company: Marriott International
Posted on: May 3, 2021
Posting Date Apr 08, 2021
Job Number 21030825
Job Category Rooms & Guest Services Operations
Location Sheraton Maui Resort & Spa, 2605 Kaanapali Parkway,
Lahaina, Hawaii, United States
Brand Sheraton Hotels & Resorts
Position Type Management
Located Remotely? N
At Sheraton, we go above and beyond in everything we do. We are
inspired by our guests and one another and are driven to make
things better. We love what we do, and we give it all weve got on
property and off. When guests stay with us, its not just a room
with a bed that theyre buying. Its an experience. Were looking for
someone who is ready to go beyond in everything they do. If you are
someone with a genuine drive to improve your life and the lives of
those around you, we encourage you to explore careers with
Responsible for all front office functions and staff as well as
security staff functions. Areas of responsibility include Bell
Staff, Switchboard Operations, Guest Services/Front Desk,
Retail/Gift Shop, Concierge, Valets, and Security, as applicable.
As a department head, directs and works with managers and employees
to successfully execute all front office operations, including
guest arrival and departure procedures. Works to establish a safe
and secure environment for all guests and associates. Strives to
continually improve guest and employee satisfaction and maximize
the financial performance of the department.
Education and Experience
High school diploma or GED; 6 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;
4 years experience in the guest services, front desk, or related
CORE WORK ACTIVITIES
Leading Front Desk, Guest Services, and Security Teams
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
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Manages all day-to-day
operations. Understands employee positions well enough to perform
duties in employees' absence.
Establishes and maintains open, collaborative relationships with
employees and ensures employees do the same within the team.
Ensures recognition of employees is taking place across areas of
Communicates performance expectations in accordance with job
descriptions for each position and monitors progress.
Celebrates successes and publicly recognizes the contributions of
Managing Guest Services and Front Desk Teams
Achieves and exceeds goals including performance goals, budget
goals, team goals, etc.
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
Keeps Front Office team focused on the critical components of
operations to drive guest satisfaction and the desired financial
Conducts department meetings and continually communicates a clear
and consistent message regarding department goals to produce
Supervises and coordinates all activities for luggage attendants,
garage valets, door attendants, and concierge.
Reviews staffing levels to ensure that guest service, operational
needs and financial objectives are met.
Understands the impact of Front Office operations on the Rooms area
and overall property financial goals.
Manages department controllable expenses to achieve or exceed
Provide recommendations and reports for capital expenditures,
repairs and maintenance programs for all front office areas.
Handle guest complaints and verify that all guest issues are
Managing Security Team
Protects property and provides a safe environment for guests and
Oversees all on-duty security personnel, including dispatcher.
Supervises and coordinates job assignments and verifies that each
officer is briefed on the days activities.
Complies information and files written security reports.
Managing Projects and Policies
Verifies compliance with all Front Office policies, standards and
Verifies property policies are administered fairly and
consistently, disciplinary procedures and documentation are
completed according to Standard and Local Operating Procedures
(SOPs and LSOPs) and support the Peer Review Process.
Providing Exceptional Customer Service
Provides services that are above and beyond for customer
satisfaction and retention.
Coordinates activities with other hotel departments in order to
facilitate incrased levels of communication and guest
Improves service by communicating and assisting individuals to
understand guest needs, providing guidance, feedback, and
individual coaching when needed.
Supervises and managing employees. Managing all day-to-day
operations. Understanding employee positions well enough to perform
duties in employees' absence.
Acts as the Service Champion for the Front Office and creates a
positive atmosphere for guest relations.
Displays leadership in guest hospitality, exemplifies excellent
customer service, and creates a positive atmosphere for guest
Strives to improve service performance.
Empowers employees to provide excellent customer service.
Verifies that all Front Office areas have an atmosphere that is
conducive to the overall guest experience.
Reviews comment cards, guest satisfaction results and other data to
identify areas of improvement.
Responds to and handles guest problems and complaints.
Observes service behaviors of employees and provides feedback to
individuals and/or managers.
Managing and Conducting 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.
Establishes challenging, realistic and obtainable goals to guide
operation and performance.
Solicits employee feedback, utilizes an open door policy, and
reviews employee satisfaction results to identify and address
employee problems or concerns.
Verifies employees are treated fairly and equitably.
Manages employee progressive discipline procedures for Front Office
Administers the performance appraisal process for direct report
Interviews and hires managers and hourly employee team members with
the appropriate skills and in a timely manner to meet the business
needs of the operation.
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 updates the executives, the peers and the
subordinates on relevant information in a timely manner.
Identifies and analyzes departmental operational challenges and
facilitates the development of solutions to prevent
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
onanyprotectedbasis, such as disability and veteran status, or any
other basis covered under applicable law.
Keywords: Marriott International, Maui , Director of Front Office, Other , Lahaina, Hawaii
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