**Job Number** 24088070**Job Category** Rooms & Guest Services Operations**Location** Fairfield by Marriott Kuala Besut, Fairfield by Marriott Kuala Besut, Kuala Besut, Malaysia, Malaysia VIEW ON MAP**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** Management**JOB SUMMARY**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.**CANDIDATE PROFILE****Education and Experience**- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.OR- 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.- Supports all day-to-day operations.- Understands employee positions well enough to perform duties in employees' absence.- Coaches, counsels, and encourages employees.- Handles employee questions and concerns.- Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.- Guides daily Front Desk shift operations.- Communicates performance expectations to employees in accordance with job descriptions for each position.**Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals**- 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 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.- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.- Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.- Supervises same day selling procedures to maximize room revenue and property occupancy.- 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.- Empowers employees to provide excellent customer service within guidelines.- Handles guest problems and complaints seeking assistance from supervisor as necessary.- Interacts with guests to obtain feedback on product quality and service levels.**Managing Projects and Policies**- Implementing the customer recognition/service program, 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**- Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.- Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.- Provides feedback to individuals based on observation of service behaviors.- Participates in an ongoing employee recognition program.- Conducts training when appropriate.- Participates in the employee performance appraisal process.**Additional Responsibilities**- 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.-
