Assistant Director of Front Office

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 guest services, front desk, or related professional area.

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 and integrity; leads by example.

Encourages and builds mutual trust, respect, and cooperation among team members.

Supervises and manages employees, overseeing day‑to‑day operations and performing duties in employees' absence when necessary.

Ensures employee recognition is taking place on all shifts.

Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

Manages day‑to‑day operations, ensuring quality, standards, and meeting customer expectations.

Develops specific goals and plans to prioritize, organize, and accomplish work.

Handles complaints, settles disputes, resolves grievances and conflicts, and negotiates with others.

Strives to improve service performance.

Collaborates with the Front Office Manager to continually improve departmental service.

Communicates clear and consistent messages regarding front‑office goals to produce desired results.

Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

Provides services above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs, offering guidance, feedback, and individual coaching when needed.

Serves as a role model to demonstrate appropriate behaviors and sets a positive example for guest relations.

Displays outstanding hospitality skills and empowers employees to provide excellent customer service.

Interacts with customers regularly to obtain feedback on product quality, service levels, and overall satisfaction.

Provides feedback to employees based on observation of service behaviors.

Handles guest problems and complaints effectively.

Obtains feedback on product quality and service levels from guests.

Managing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process.

Ensures compliance with all front‑office policies, standards, and procedures.

Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

Provides information to supervisors and co‑workers by telephone, in written form, e‑mail, or in person.

Analyzes information and evaluates results to choose the best solution and solve problems.

Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.

Functions in place of the Front Office Manager in his/her absence.

Communicates critical information from pre‑ and post‑convention meetings to the front‑office staff.

Participates in department meetings.

Equal Employment Opportunity Statement
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. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state, and local law.

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