Assistant Director of Front Office

Chula Vista, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $86,000.00 - $114,000.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Career development opportunities

bonus eligible

Job Description

Marriott International is a globally recognized leader in hospitality, known for its commitment to exceptional guest experiences and deep-rooted values that celebrate diversity and inclusion. Within Marriott's portfolio, Gaylord Hotels stands out as a premier resort and convention center brand, renowned for its expansive venues, exceptional service, and vibrant environments ideal for meetings, events, and leisure stays. Located in Chula Vista, California, the Gaylord Pacific Resort & Convention Center embodies this reputation, offering guests world-class accommodations and amenities in a unique waterfront setting. Marriott International fosters an inclusive workplace where the unique backgrounds, talents, and experiences of its associates are highly valued, promoting equal opportunity and career growth for all individuals. The company also adheres strictly to non-discrimination policies and considers qualified applicants with criminal histories in compliance with federal, state, and local laws.

The Front Office Manager Assistant role at Gaylord Pacific Resort offers a full-time, management-level career opportunity with a competitive annual pay range of $86,000 to $114,000, including potential bonuses. This position is crucial in overseeing front office operations, including bell and door staff, the switchboard, and guest services at the front desk. The successful candidate will work closely with the Front Office Manager, ensuring smooth daily operations and congregating managers and team members to uphold efficient check-in/check-out protocols, guest satisfaction standards, and departmental financial goals. The Assistant Manager embodies leadership qualities such as honesty, integrity, and sound business decision-making, fostering an environment of mutual respect and collaboration with employees.

Key responsibilities include supervising staff across multiple front office functions, managing day-to-day operations, supporting conflict resolution, encouraging continuous improvement, and driving guest satisfaction initiatives. This role also entails monitoring compliance with front office policies, credit procedures, and customer recognition programs. Effective communication skills are essential, as the Assistant Manager represents the front office in the Manager’s absence and ensures that critical operational information is relayed clearly to all team members. The role demands hands-on leadership, requiring a deep understanding of team member roles to step in as needed. Emphasis is placed on nurturing employee engagement, providing coaching and feedback, and building an inspiring workplace culture that prioritizes exceptional hospitality and guest service.

This position is suited for individuals with at least a high school diploma or GED coupled with two years of experience in guest services or front desk operations, or for candidates holding a relevant two-year degree in hospitality or business administration without prior work experience. Ideal candidates excel in managing and motivating diverse teams, handling customer inquiries and complaints with professionalism, and driving operational excellence. By joining Gaylord Pacific Resort, employees become part of a globally respected brand that offers extensive career development opportunities beyond traditional hotel roles. Marriott’s commitment to cultivating a purpose-driven, inclusive workplace empowers the team to thrive personally and professionally, cultivating a strong sense of belonging and the chance to be the best version of themselves.

Job Requirements

High school diploma or GED
Two years experience in guest services, front desk, or related professional area
Or two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

Job Qualifications

High school diploma or GED
Two years experience in guest services, front desk, or related professional area
Or two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
Strong interpersonal and communication skills
Leadership and supervisory experience
Ability to manage and motivate teams
Conflict resolution skills
Customer service excellence
Ability to implement and monitor policies
Proficiency in problem solving and decision making
Effective organizational skills

Job Duties

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 builds mutual trust, respect, and cooperation among team members
Supervises and manages employees
manages all day-to-day operations
understands employee positions well enough to perform duties in employees' absence
Ensures employee recognition is taking place on all shifts
Establishes and maintains open, collaborative relationships with employees
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 work
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
Strives to improve service performance
Collaborates with the Front Office Manager on ways to continually improve departmental service
Communicates a clear and consistent message regarding the 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
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
Serves as a role model to demonstrate appropriate behaviors
Sets a positive example for guest relations
Displays outstanding hospitality skills
Empowers employees to provide excellent customer service
Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
Provides feedback to employees based on observation of service behaviors
Handles guest problems and complaints effectively
Interacts with guests to obtain feedback on product quality and service levels
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
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