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  • Posted: Mar 8, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Marriott Hotel is a new 5-star luxury hotel in Accra, Ghana located opposite Kotoka International Airport in the heart of Airport City. We offer easy access to major corporations and we provide well-appointed guest rooms.

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    Assistant Front Desk Manager

    About The Job

    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.

    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:

    • 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 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.

    Method of Application

    Interested and qualified? Go to Marriott Hotel on to apply

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