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

Additional Information: This hotel is owned and operated by an independent franchisee, Columbia Sussex Corporation. 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.

Job Summary 

• The Renaissance Dallas Addison seeking an energetic individual to fill the position of Reception Manager.
• Qualified candidates should possess at least 3-years Full-Service Hotel Guest Service Supervisory and Night Audit experience with an emphasis on guest service satisfaction and excellent communication skills.
• We offer competitive salary, medical & life insurance, short term disability, long term disability, 401K,  dental and travel benefits.  Send resume with salary history to or apply in person (no phone calls please):

Job Requirements

Leading Reception 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 builds mutual trust, respect, and cooperation among team members. 
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages Ambassadors. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures recognition of Ambassadors is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.

Maintaining Guest Services and Reception Goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis by working Hands On with Ambassadors
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Keeps Reception team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding Reception goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Reception operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

• Ensures compliance with all Reception policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

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.
• Supervises and managing Ambassadors. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Acts as the Service Champion for Reception and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Strives to improve service performance.
• Empowers employees to provide excellent customer service.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures Ambassadors are treated fairly and equitably.
• Manages ambassador progressive discipline procedures for Front Office Staff.
• Administers the performance appraisal process for direct report managers.
• Interviews and hires managers and hourly ambassadors team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Identifies and analyzes Reception operational challenges and facilitates the development of solutions to prevent reoccurrence. 

This company is an equal opportunity employer.

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