Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
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 eligibility
Job Description
Gaylord National Resort & Convention Center, located in National Harbor, Maryland, is a premier hospitality destination known for its exceptional guest services and expansive resort amenities. As part of the distinguished Marriott International portfolio, Gaylord Hotels are renowned for delivering unique meeting and event experiences, exceptional service standards, and a commitment to fostering a hospitable environment that feels like home to every guest. The resort combines the warmth of heartfelt service with modern conveniences making it a favored choice for business travelers, vacationers, and event attendees alike.
This full-time management position, offering an annual salary ranging from $86,000 to... Show More
This full-time management position, offering an annual salary ranging from $86,000 to... Show More
Job Requirements
- High school diploma or GED
- minimum 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
- availability to work full-time
- ability to lead and supervise staff effectively
- strong communication and interpersonal skills
- proficiency in customer service
- problem-solving skills
- knowledge of front office policies and procedures
- ability to work in a fast-paced environment
- capacity to handle guest complaints and resolve conflicts
- capability to analyze information and make sound decisions
- willingness to function in place of the Front Office Manager when necessary
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
- no work experience required
- strong leadership and interpersonal skills
- effective communication abilities
- customer service orientation
- problem-solving and conflict resolution skills
- ability to manage and motivate a team
- knowledge of front office operations and procedures
- proficiency in handling guest feedback and complaints
- ability to implement and monitor compliance with policies and standards
- experience managing daily operations
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
- managing all day-to-day operations
- understanding 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
- 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 evaluating results to choose the best solution and solve problems
- Informs and/or updates the executives, the peers and the 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
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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