Front Desk Manager

What the work is

About The Ritz-Carlton The Ritz-Carlton, part of Marriott International, is recognized globally for its luxury hospitality across more than 100 award-winning properties. The company is committed to fostering an inclusive environment where the diverse backgrounds of its associates are valued. The Ritz-Carlton operates on its "Gold Standards," which guide daily operations and define its culture of service excellence. Role Summary The Front Desk Manager assists the Front Office Manager in overseeing daily front office operations and staff supervision. This full-time role involves managing areas such as Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position focuses on directing staff to ensure efficient check-in and check-out processes, maintaining guest and employee satisfaction, and optimizing the department's financial performance. The Front Desk Manager is expected to uphold The Ritz-Carlton's "Gold Standards" in all interactions. Key Responsibilities Manage day-to-day operations to ensure quality standards and meet customer expectations. Develop goals and plans to prioritize, organize, and accomplish work effectively. Handle complaints, settle disputes, and resolve grievances and conflicts. Supervise staffing levels to meet guest service, operational needs, and financial objectives. Ensure ongoing communication with employees regarding business objectives and expectations. Understand the financial impact of department operations and manage to achieve or exceed goals. Lead and influence others using interpersonal and communication skills, advocating sound financial decisions and demonstrating integrity. Foster mutual trust, respect, and cooperation among team members. Serve as a role model for appropriate behaviors and supervise employees, understanding their duties to perform in their absence. Establish and maintain collaborative relationships with employees. Supervise all Front Office areas in the absence of the Front Office or Assistant Front Office Manager. Provide exceptional service for customer satisfaction and retention. Improve service by guiding and coaching individuals to understand guest needs. Respond to and resolve guest problems and complaints, setting a positive example for guest relations. Empower employees to deliver excellent customer service and provide feedback on their service behaviors. Interact with customers to gather feedback on product quality, service levels, and overall satisfaction. Ensure employees understand customer service expectations and parameters. Emphasize guest satisfaction in departmental meetings and focus on continuous improvement. Implement customer recognition/service programs. Train staff and monitor adherence to credit policies and procedures to reduce bad debts. Supervise same-day selling procedures to maximize room revenue and control occupancy. Oversee daily Front Desk shift operations and ensure compliance with policies and standards. Ensure property policies are administered fairly and consistently, and disciplinary procedures align with SOPs and LSOPs. Support the developmental needs of others through coaching and mentoring. Solicit employee feedback, utilize an "open door" policy, and address employee concerns. Assist in interviewing and hiring employees with appropriate skills. Support departmental orientation programs for new hires. Participate in employee progressive discipline procedures. Provide information to supervisors, co-workers, and subordinates via various communication channels. Analyze information and evaluate results to solve problems effectively. Inform executives, peers, and subordinates of relevant information in a timely manner. Perform all necessary Front Desk duties and run Front Desk shifts when required. Participate in departmental meetings and communicate Front Desk goals clearly. Qualifications and Requirements High school diploma or GED with 2 years of experience in guest services, front desk, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required. Experience Level This role requires 2-5 years of relevant experience, or a relevant 2-year degree with no prior experience. Work Type This is a full-time position.