Assistant Front Desk Manager

Marriott International is a globally recognized leader in the hospitality industry, operating a broad portfolio of hotels and lodging facilities around the world. With a commitment to excellence, innovation, and exceptional guest service, Marriott International provides travelers with memorable experiences across its diverse brands. Among these esteemed brands is JW Marriott, part of Marriott's luxury portfolio, featuring more than 100 beautiful properties located in gateway cities and distinctive resort destinations worldwide. JW Marriott embodies a philosophy that prioritizes its associates, understanding that taking care of employees leads directly to superior guest satisfaction. This luxury brand fosters a supportive and engaging work environment where associates are encouraged to develop professionally, pursue their passions, and achieve holistic well-being. At JW Marriott, the culture is one of confidence, innovation, genuineness, and intuition, all carried forward in the legacy of the brand’s namesake and company founder, J. Willard Marriott.

The position available is an entry-level management role within the Front Office department, offering full-time employment at the property located at 8028 Leesburg Pike, Vienna, Virginia. This role, classified under the management position type, comes with an hourly pay range of $28.35 to $31.25 and is eligible for bonus compensation. The position is focused on leading and supporting the successful completion of daily shift operations across front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The individual in this role will play a crucial part in ensuring guest and employee satisfaction while working within the financial and administrative frameworks to achieve the operating budget goals.

As a Front Desk Manager at JW Marriott, you will take on the responsibility of supporting and leading the front desk team through strong interpersonal and communication skills. You will be expected to foster an environment of mutual respect, trust, and cooperation, serving as a role model who leads by example and maintains integrity and honesty in all business decisions. The role requires the ability to perform duties of team members during absences and to handle employee concerns effectively.

In this position, you will also actively support daily front desk operations, ensuring that all customers' quality expectations are met or exceeded. You will be involved in developing goals, prioritizing work, resolving disputes and complaints, and communicating clear objectives within department meetings. This role demands vigilance over staffing levels and operational needs while emphasizing revenue optimization through adherence to established credit policies, selling procedures, and an understanding of front desk operations' overall impact on property financial performance.

Exceptional customer service is at the core of this role. You will provide outstanding services that exceed guest expectations, coach team members on guest needs, set a positive example in guest relations, and encourage employee engagement in delivering excellent service. Managing guest feedback and complaints, you will work closely with supervisors and support staff to maintain high satisfaction and retention rates.

Additionally, this role supports the implementation of customer recognition and service programs, ensures proper staff equipment and uniforms, and assists in utilizing guest information systems to enhance guest recognition and problem resolution. You will act as a mentor to identify developmental needs, provide guidance, and engage in employee performance appraisal processes and recognition programs to foster continuous professional growth within the team.

Other responsibilities include providing information and updates to supervisors and colleagues through various communication channels, analyzing and solving problems effectively, and maintaining compliance with loss prevention policies. The role requires a comprehensive understanding of the functions of other front office teams such as Bell Staff, Switchboard, and Concierge/Guest Services operations.

Working at JW Marriott means being part of an organization committed to equal opportunity employment and a culture that values diversity, inclusion, and the unique backgrounds of all associates. It is a place where you can be your best, belong to a global community, and begin your purpose in hospitality excellence. Join JW Marriott and Marriott International where you will find a rewarding career in luxury hospitality with opportunities for training, development, and recognition in an environment that truly cares for its people and guests alike.