Front Desk Manager
Company: Marriott Hotels Resorts
Location: Wake Island
Posted on: April 3, 2026
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Job Description:
Description 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. 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. 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 Maintaining 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. • Supervises
staffing levels to ensure that guest service, operational needs and
financial objectives are met. • Ensures that regular on-going
communication is happening with employees to create awareness of
business objectives and communicate expectations, recognizes
performance, and produces desired results. • Understands the impact
of department’s operations on the overall property financial goals
and objectives and manages to achieve or exceed goals. 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. •
Serving as a role model to demonstrate appropriate behaviors. •
Supervises and manages employees. 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. • Supervises all areas of the Front
Office in the absence of the Front Office or Assistant Front Office
Manager. 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. • Responds to and handles guest
problems and complaints. • Sets a positive example for guest
relations. • Empowers employees to provide excellent customer
service. • Observes service behaviors of employees and provides
feedback to individuals. • Interacts with customers to obtain
feedback on quality of product, service levels and overall
satisfaction. • Ensures employees understand customer service
expectations and parameters. • Interacts with guests to obtain
feedback on product quality and service levels. • Emphasizes guest
satisfaction during all departmental meetings and focuses on
continuous improvement. Managing Projects and Policies • Implements
the customer recognition/service program, communicating and
ensuring the process. • Trains staff and monitors adherence to all
credit policies and procedures to reduce bad debts and rebates. •
Supervises same day selling procedures to maximize room revenue and
control property occupancy. • Supervises daily Front Desk shift
operations and ensures compliance with all 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. Supporting
Human Resource Activities • Supports the developmental needs of
others and coaching, mentoring, or otherwise helping others to
improve their knowledge or skills. • Solicits employee feedback,
utilizes an “open door” policy and reviews employee satisfaction
results to identify and address employee problems or concerns. •
Brings issues concerning employee satisfaction to the attention of
the department manager and Human Resources. • Assists as needed in
the interviewing and hiring of employee team members with the
appropriate skills. • Supports a departmental orientation program
for employees to receive the appropriate new hire training to
successfully perform their job. • Participates in employee
progressive discipline procedures. 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. •
Performs all duties at the Front Desk as necessary. • Runs Front
Desk shifts whenever necessary. • Participates in departmental
meetings and continually communicates a clear and consistent
message regarding the Front Desk goals to produce desired results.
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.
Keywords: Marriott Hotels Resorts, Honolulu , Front Desk Manager, Administration, Clerical , Wake Island, Hawaii
