Job Summary: Assist the Front Office Manager in managing functional responsibilities, supervising staff, ensuring efficient check-in and check-out processes, and maximizing departmental financial performance. Key Responsibilities: 1. Leverage interpersonal and communication skills to guide, influence, and motivate others, advocating sound financial/business decisions. 2. Manage daily operations to ensure quality and standards, resolve complaints, and enhance service performance. 3. Deliver service that exceeds expectations to achieve guest satisfaction and retention, setting a positive example for guest relationships. **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 agents. Guide and collaborate with managers and staff to implement procedures that ensure efficient check-in and check-out processes. Ensure guest and staff 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 desk, or related professional fields. Or * Two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality Management, Business Administration, or a related field; no work experience required. **Core Work 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 build mutual trust, respect, and cooperation among team members. * Supervise and manage staff. Oversee all daily operations. Maintain thorough knowledge of 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 Desk Goals** * Manage daily operations to ensure quality and standards, meeting guest expectations every day. * Set specific goals and plans to prioritize, organize, and complete work. * 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 improve departmental service. * Communicate clear, consistent messages regarding front office goals to achieve desired outcomes. * Participate in developing and implementing corrective action plans based on comment card reviews and guest satisfaction results. * Emphasize guest satisfaction during all department meetings, focusing on continuous improvement. **Ensure Exceptional Guest Service** * Deliver service that exceeds expectations to achieve guest satisfaction and retention. * Improve service quality through communication and assistance in understanding guest needs, providing guidance, feedback, and individual coaching when necessary. * Set an example by demonstrating appropriate behavior. * Serve as a positive role model for guest relationships. * Demonstrate outstanding hospitality skills. * Empower staff to deliver exceptional guest service. * Interact regularly with guests to obtain 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, communicate them, 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 telephone, written form, email, or in person. * Analyze information and evaluate results to select optimal solutions and resolve problems. * Timely notify and/or update executives, colleagues, and subordinates with relevant information. * Assume the Front Office Manager’s responsibilities during their absence. * Communicate key pre- and post-meeting information to front office staff. * Attend department meetings. *Marriott International is committed to being an equal opportunity employer, welcoming all applicants and providing equal employment opportunities. We strive to foster a workplace environment that values and celebrates the unique backgrounds of our employees. The interplay of our employees’ cultures, talents, and experiences is our greatest strength. We pledge not to discriminate on the basis of any protected characteristic, including disability, veteran status, or any other characteristic protected under applicable law.* Marriott Hotels meticulously refine the art of hospitality, seize every opportunity for innovation, and deliver a familiar, comforting experience to guests worldwide. Become an extraordinary host at Marriott Hotels, upholding our service philosophy: “Always demonstrate exceptional hospitality.” Anticipate guest needs and sustain and advance our brand legacy through sincere, attentive service. 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. **Set sail from here**, realize your personal value, **pursue** your life goals, **integrate** into an outstanding international team, and **showcase** your authentic self. JW Marriott Hotels is a luxury hotel brand under Marriott International, with over 100 hotels and resorts located in major cities and resort destinations worldwide. JW Marriott embraces a people-first brand culture, believing that employees are the foundation of our success—happy employees create satisfied guests. JW Marriott associates are confident, innovative, genuine, and perceptive, embodying the exceptional 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 a work atmosphere unlike any other and feeling camaraderie within a diverse environment. JW Marriott offers training, development, and recognition opportunities, enabling you to fully express your professional passion in a luxurious environment focused on holistic well-being. Extraordinary hospitality begins with caring for our people. This is JW Exceptional Hospitality. Joining JW Marriott means becoming part of Marriott International’s extraordinary portfolio of brands. **Set sail from here**, realize your personal value, **pursue** your life goals, **integrate** into an outstanding international team, and **showcase** your authentic self.
João Santos
Indeed · HR
João Santos
Indeed · HR
