Front Office Manager

Job Title: Front Office Assistant / Front Desk Supervisor Job Number: 26087923 Job Category: Rooms & Guest Services Operations Location: 8300 Pena Blvd, Denver, Colorado, United States, 80249 Schedule: Full Time Position Type: Management Pay Range: $71,000-$86,000 annually Bonus Eligible: Yes Expiration Date: 08/13/2026 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. The 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. 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; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Supervises and manages employees, overseeing all day‑to‑day operations and stepping into employees’ roles as needed. 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 quality, standards, and customer expectations are met. Develops specific goals and plans to prioritize, organize, and accomplish work. Handles complaints, settles disputes, and resolves grievances and conflicts. Strives to improve service performance and collaborates with the Front Office Manager for continuous improvement. Communicates a clear and consistent message regarding Front Office goals to produce desired results. Participates in corrective action plan development based on comment cards and guest satisfaction results. Emphasizes guest satisfaction during departmental meetings and focuses on continuous improvement. Ensuring Exceptional Customer Service Provides services that exceed expectations for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs and providing guidance, feedback, and coaching. Serves as a role model to demonstrate appropriate behaviors and set a positive example for guest relations. Displays outstanding hospitality skills and empowers employees to provide excellent customer service. Interacts regularly with customers to obtain feedback on quality, service levels, and overall satisfaction. Provides feedback to employees based on observation of service behaviors. Handles guest problems and complaints effectively. Managing Projects and Policies Implements the customer recognition/service program and ensures the process is followed. Ensures compliance with all Front Office policies, standards, and procedures. Monitors adherence to credit policies 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 evaluates results to choose the best solution and solve problems. Informs and/or updates executives, peers and 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. Equal‑Opportunity Employment Statement At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. #J-18808-Ljbffr