Assistant Front Office Manager – Job Description

Job Number: 23120481
Job Category: Rooms & Guest Services Operations
Location: JW Marriott Hotel Nairobi, Chiromo Road, Nairobi, Kenya, Kenya

Job Summary:
The Assistant Front Office Manager supports the Front Office Manager in overseeing the daily operations of the front office, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. They work closely with managers and employees to ensure an efficient check-in and check-out process, maximize guest and employee satisfaction, and optimize the department’s financial performance.

Candidate Profile:

• High school diploma or GED.
• 2 years of experience in guest services, front desk, or a related professional area.
• OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major (no work experience required).

Core Work Activities:

Supporting Front Desk Team Management:

• Lead, influence, and encourage team members using strong interpersonal and communication skills.
• Foster mutual trust, respect, and cooperation among team members.
• Supervise and manage employees, ensuring smooth day-to-day operations.
• Ensure employee recognition is provided on all shifts.
• Establish and maintain open and collaborative relationships with employees.

Monitoring and Supporting Progress Towards Goals:

• Manage daily operations, ensuring high-quality standards and meeting customer expectations.
• Set specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, disputes, grievances, and conflicts, and negotiate resolutions.
• Strive to continuously improve service performance.
• Collaborate with the Front Office Manager to enhance departmental service.
• Communicate clear and consistent messages about front office goals and expectations.
• Participate in developing and implementing corrective action plans based on guest feedback.

Ensuring Exceptional Customer Service:

• Provide exceptional service to enhance customer satisfaction and retention.
• Communicate with and assist individuals to understand guest needs, offering guidance, feedback, and coaching as needed.
• Serve as a role model, demonstrating appropriate behaviors.
• Set a positive example for guest relations and display outstanding hospitality skills.
• Empower employees to deliver excellent customer service.
• Interact with customers regularly to gather feedback on product quality, service levels, and overall satisfaction.
• Handle guest problems and complaints effectively.

Managing Projects and Policies:

• Implement customer recognition and service programs, ensuring consistent processes.
• Ensure compliance with all front office policies, standards, and procedures.
• Monitor adherence to credit policies and procedures to minimize bad debts and rebates.

• Additional Responsibilities:

  • Provide information and updates to supervisors, co-workers, and subordinates through various communication channels.
  • Analyze information, evaluate results, and solve problems effectively.
  • Communicate relevant information to executives, peers, and subordinates in a timely manner.
  • Act as the Front Office Manager in their absence.
  • Relay critical information from pre- and post-convention meetings to the Front Office staff.
  • Participate in department meetings.

  Marriott International is an equal opportunity employer, committed to hiring a diverse workforce and sustaining an inclusive, people-first culture. Non-discrimination is practiced on any protected basis, as per applicable law.

  About Marriott Hotels:
  Marriott Hotels is a global hospitality brand that aims to elevate the art of hospitality by delivering thoughtful, heartfelt, and forward-thinking service. As a host with Marriott Hotels, you’ll be part of a team that upholds and builds upon the promise of “Wonderful Hospitality. Always.” The Marriott Hotels portfolio offers a range of opportunities for career growth and the chance to work with a diverse group of colleagues in a global setting.

  About JW Marriott:
  JW Marriott is Marriott International’s luxury portfolio, consisting of over 100 stunning properties in gateway cities and resort locations worldwide. JW Marriott believes that the happiness of their associates directly impacts guest satisfaction. They foster a community-oriented work experience where camaraderie and innovation thrive. JW Marriott offers training, development, recognition, and a focus on holistic well-being. By joining JW Marriott, you become part of a brand that values your best work, supports your purpose, and encourages you to be the best version of yourself.

   

  How to Apply 

  Click here to Apply