Franchised Front Office Manager - Full-time / Part-time

Additional Information: This hotel is owned and operated by an independent franchisee, United Capital Corp. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

We have transformed this hotel with a complete renovation and re-opened as the dazzling Marriott Orlando Downtown, conveniently located adjacent to the downtown UCF campus and nestled in the future Creative Village.  We are looking for a Front Office Manager for our hotel that features 297 redesigned guest rooms and 15,992 square feet of sophisticated meeting accommodations.

Our Front Office Manager is responsible for the successful operation of the Front Desk, At Your Service (PBX), the M-Club, and Guest Services.   Our FOM ensures that their team is engaged to make the best first impressions for our guests, and ensures that their stay is enjoyable and memorable.  To be successful in this role, the FOM is hands-on, genuinely friendly, and efficiently manages the balance between developing strong relationships with guests and associates, and reaching financial goals and success of the business. 

Responsibilities:

• Proactively manage the Front Office staff by creating a positive environment, where motivated associates want to learn, excel, and create memorable experiences for our guests.
• Provides excellent guest service by being readily available for all guests.
• Ensure that associates are attentive, friendly, helpful and courteous to all guests, managers and other associates.
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
• Post and communicate all guest satisfaction results including guest satisfaction forms, comment cards and guest letters.
• Understands associate and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
• Works shifts at the Front Desk as needed.
• Solicits associate feedback, and reviews associate satisfaction results to identify and address associate problems or concerns.
• Establishes and maintains open relationships with associates and ensures associates do the same within the team.
• Identifies the developmental needs of others and coaches, mentors, and helps others to improve their knowledge or skills.
• Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
• Set the tone and help your Supervisor/Assistant Manager to lead their talented and innovative teams.
• Ensures recognition is taking place across areas of responsibility.
• Lead the Front office and AYS to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality guest service. 
• Follow procedures for processing payroll correctly to ensure correct payment of associate paychecks.
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
• Set departmental objectives, work schedules, budgets, policies, and procedures.
• Assists in performing required annual Quality audit with GM & Director of Operations.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Reviews occupancy flow patterns throughout the day as well as applicable reports to ensure proper department coverage and an outstanding level of service.
• Takes charge of Groups from a Front Office perspective from pre-event to post-event stage.
• Communicates critical information from pre- and post-con meetings to the Front Office staff.
• Communicates with key departments ( Housekeeping, Engineering, Food & Beverage, Reservations and Sales and Event Planning ) to ensure brilliant guest experience from arrival to departure.
• Respond to all guests' requests, problems, and concerns presented in person or through comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Prepare and conduct all interviews and follow hiring procedures according to policy. Actively support Human Resources with recruiting efforts. 
• Display a positive, hands on leadership style to attract, retain and motivate the associates; hire, schedule, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communications and address disciplinary situations.  

Marriott Orlando Downtown is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. M/F/V/D

Desired Qualifications:

• Five years Hotel Front Desk experience.
• Two years Hotel Front Desk management experience.
• Oracle/PMS / MARSHA System experience a plus.
• College degree preferred. 

This company is an equal opportunity employer.

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