Duty Manager – Front Office
|Employment Type:||Full Time|
|No. Of Vacancies:||1|
Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.
Assists Management Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems. Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job. Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood. Assist management in preparing and conducting performance reviews of hourly employees. Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity. Assist management in preparing work schedules of hourly employees. Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties. Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements. Listen to hourly employees’ suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions. Serve as hourly employees’ first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process. Coordinate tasks and work with other departments to ensure that the department runs efficiently. Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory). Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans). Serve as hourly employees’ first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process. Assist management in preparing payroll of hourly employees (e.g., ensure accuracy, adjustments, and distribution). Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores
Check-in/Check-out Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine. Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp). Assign room according to guest request and preferences whenever possible. Sell a room/accommodation to guests without reservations based on availability. Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in. Communicate to appropriate staff that there are guests that are waiting for an available room. Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns. Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping. Accommodate requests for room changes when possible. Obtain and verify proper tax-exempt information for tax-exempt guests. Verify and adjust billing for guests. Ensure rates match market codes and that any exceptions are documented and include an explanation. File guest paperwork or documentation. Review out-of-order rooms daily to determine status and estimated date for return to room inventory. Review requests for late check-outs and approve according to occupancy. Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest’s stay. Clear departures in computer system to document that rooms are no longer occupied. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Organize and coordinate check-in/pre-registration procedures for arriving groups. Reservations/Blocking Rooms Anticipate sold-out situations and determine how many rooms are over-committed. Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them. Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP’s, early arrivals, guest recognition).
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 on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At Aloft Hotels we’re wired for next generation travelers who love open spaces, open thinking, and open expression. Aloft provides a space where style is necessary, social scenes are vibrant, and where the only direction is forward. Our guests are tech savvy and confidently social, with an eclectic style they’re not afraid to show. We understand what our guests need, so we provide an affordable option for the tech-savvy design guru. We’re looking for innovative self-expressers who aren’t afraid to draw outside the lines. If you are someone who appreciates tech-forward features and vibrant social scenes, then we invite you to explore a career with Aloft Hotels.