Job Summary: Assist the Front Office Manager in managing front office functions and supervising staff to ensure guest and employee satisfaction while maximizing departmental financial performance. Job Highlights: 1. Support front office team management, guide, influence, and motivate others 2. Oversee and support progress toward guest service and front office goals, striving to improve service performance 3. Ensure exceptional customer service by delivering service that exceeds expectations **Additional Information** **Job Number**26102414 **Job Category**Rooms \& Guest Services Operations **Location**Avenida dos Combatentes 45, Lisbon, Portugal, Portugal, 1600\-042 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **Job Summary** Assist the Front Office Manager daily in managing front office functions and supervising staff. The front office area includes bellhops/doormen, switchboard operators, and guest services/front desk personnel. Guide and collaborate with managers and staff to implement procedures ensuring efficient check-in and check-out processes. Ensure guest and employee satisfaction while maximizing departmental financial performance. **Candidate Profile** **Education and Experience Requirements** * High school diploma or equivalent (GED); 2 years of experience in guest services, front office, or related professional fields. Or * Two-year degree from an accredited college/university in hotel and restaurant management, hospitality management, business administration, or a related field; no work experience required. **Core Job Activities** **Support Front Office Team Management** * Use interpersonal and communication skills to guide, influence, and motivate others; advocate sound financial/business decisions; demonstrate honesty/integrity; lead by example. * Encourage and foster mutual trust, respect, and cooperation among team members. * Supervise and manage staff. Manage all daily operations. Fully understand staff positions to fulfill duties during staff absences. * Ensure staff recognition across all shifts. * Establish and maintain open, collaborative relationships with staff. **Oversee and Support Progress Toward Guest Service and Front Office Goals** * Manage daily operations to ensure quality and standards are met, consistently fulfilling guest expectations each day. * Set specific goals and plans to prioritize, organize, and complete tasks. * Handle complaints, resolve disputes, address dissatisfaction and conflicts, or negotiate with others. * Strive to improve service performance. * Collaborate with the Front Office Manager to continuously enhance departmental service. * Communicate clear, consistent messages regarding front office goals to achieve intended outcomes. * Participate in developing and implementing corrective action plans based on comment card reviews and guest satisfaction results. * Emphasize guest satisfaction during all departmental meetings, focusing on continuous improvement. **Ensure Exceptional Customer Service** * Deliver service that exceeds expectations to achieve guest satisfaction and retention. * Improve service quality by communicating with and assisting individuals to understand guest needs, and providing guidance, feedback, and personal coaching as needed. * Set an example by demonstrating appropriate behavior. * Serve as a positive role model for customer relations. * Demonstrate outstanding guest service skills. * Empower staff to deliver exceptional customer service. * Interact regularly with guests to gather feedback on product quality, service levels, and overall satisfaction. * Provide staff feedback based on observations of service behaviors. * Handle guest issues and complaints efficiently. * Interact with guests and obtain feedback on product quality and service levels. **Manage Projects and Policies** * Implement guest recognition/service programs and communicate and ensure adherence to the process. * Ensure compliance with all front office policies, standards, and procedures. * Supervise adherence to all credit policies and procedures to minimize bad debt and refunds. **Other Responsibilities** * Provide information to supervisors and colleagues via phone, written correspondence, email, or in person. * Analyze information and evaluate results to select optimal solutions and resolve problems. * Promptly notify and/or update executives, colleagues, and subordinates with relevant information. * Assume the Front Office Manager’s responsibilities in their absence. * Relay critical pre- and post-meeting information to front office staff. * Attend departmental meetings. *Marriott International is committed to being an equal opportunity employer, welcoming all individuals and providing employment opportunities. We actively foster an inclusive environment that respects and celebrates the unique backgrounds of every employee. Our greatest strength lies in the rich blend of cultures, talents, and experiences across our workforce. We pledge zero tolerance for discrimination on any legally protected basis, including disability, veteran status, or any other category protected under applicable law.* Marriott Hotels meticulously crafts the art of hospitality, embracing every innovation opportunity to deliver a familiar, comforting experience for guests worldwide. Become an extraordinary Marriott Hotels Host, embodying our service philosophy: “Always demonstrate exceptional hospitality.” Put yourself in guests’ shoes and extend sincere, thoughtful service to sustain and elevate our brand legacy. As a global leader in the hospitality industry, Marriott Hotels sincerely invites you to join us and discover abundant opportunities. Joining Marriott Hotels means becoming part of Marriott International’s extraordinary portfolio of brands. Embark your journey **here**, realize your personal value, **pursue** your life goals, **join** an outstanding international team, and **showcase** your authentic self. JW Marriott Hotels is a luxury hotel brand under Marriott International, operating over 100 hotels and resorts in major cities and renowned vacation destinations worldwide. JW Marriott embraces a people-first brand culture, believing employees are the foundation of our success—happy employees create satisfied guests. JW Marriott employees are confident, innovative, genuine, and perceptive, embodying the outstanding qualities of J. Willard Marriott, the founder of Marriott International and namesake of the brand. We welcome you to join us as part of the JW Marriott family, experiencing an unprecedented work environment and fostering camaraderie in a diverse setting. Extraordinary hospitality begins with caring for our employees. That’s why JW Marriott offers training, development, and recognition opportunities, empowering you to unleash your professional passion within a luxurious environment focused on holistic well-being. This is JW Marriott’s extraordinary hospitality. Join JW Marriott Hotels and become part of Marriott International’s extraordinary portfolio of brands. Embark your journey **here**, realize your personal value, **pursue** your life goals, **join** an outstanding international team, and **showcase** your authentic self.
João Santos
Indeed · HR
João Santos
Indeed · HR
