Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $28.35 - $31.25
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
bonus eligibility
employee recognition programs
Training and Development
Retirement Plan
Job Description
Marriott International is a leading global hospitality company known for its commitment to providing exceptional guest experiences worldwide. Among its diverse portfolio of brands, Element stands out as a unique lifestyle brand that focuses on eco-conscious living, well-being, and ensuring travelers have a home-away-from-home experience. Located in Boston, Massachusetts, Element by Marriott presents an inviting environment where guests can feel refreshed and balanced during both short and extended stays. As part of Marriott International’s dedication to fostering inclusive and supportive workplaces, Element values diversity and encourages individuals from all backgrounds to apply. This approach not only enriches the work culture but also enhances the quality of service delivered to guests.
This position is an entry-level management role within the Front Office at Element Marriott, specifically situated at 391 D Street, Boston. The role is full-time and offers a competitive hourly pay range between $28.35 and $31.25, with additional eligibility for bonuses based on performance. The primary responsibility of the Front Office Manager Assistant is to lead and assist with the daily operations of the front desk team, which includes overseeing Bell/Door Staff, Switchboard, and Guest Services/Front Desk personnel. The role demands a proactive manager who is capable of maintaining guest satisfaction and employee engagement, while effectively managing operational budgets and administrative tasks.
This role supports the front desk management by guiding and mentoring staff, fostering a culture of mutual respect and trust, and stepping in to perform employee duties when necessary. Key functions involve handling guest complaints and disputes with professionalism, ensuring adherence to service standards, and implementing best practices to support revenue goals through maximizing room occupancy and selling procedures. The position also requires active participation in department meetings, contribution to training initiatives, and promotion of employee recognition and performance appraisal processes.
In addition, this role emphasizes exceptional customer service by encouraging team members to go beyond expectations, setting a positive example in guest relations, and maintaining strong communication channels with guests to gather and utilize feedback effectively. The assistant manager will collaborate in the implementation of customer recognition programs and support seamless use of guest information tracking systems, which aid in personalizing guest experiences and resolving challenges efficiently.
Beyond customer and staff management, the role involves supporting human resource activities such as coaching and mentoring employees to improve skills and performance, monitoring adherence to credit policies to minimize financial risks, and ensuring front desk operations align with overall business objectives. Maintaining compliance with loss prevention policies and guaranteeing that all departments under the front office umbrella are functioning smoothly are critical components of this position.
At Element Marriott, this position offers an opportunity to be part of a dynamic and welcoming team committed to making a meaningful impact on guests’ stays while fostering a supportive work environment for employees. It is an excellent role for someone with a passion for hospitality, leadership, and guest satisfaction, looking to grow their career within a respected global brand. The position offers exposure to various front office functions and promises a fulfilling, challenging, and rewarding work experience that is recognized through competitive pay and bonus incentives.
This position is an entry-level management role within the Front Office at Element Marriott, specifically situated at 391 D Street, Boston. The role is full-time and offers a competitive hourly pay range between $28.35 and $31.25, with additional eligibility for bonuses based on performance. The primary responsibility of the Front Office Manager Assistant is to lead and assist with the daily operations of the front desk team, which includes overseeing Bell/Door Staff, Switchboard, and Guest Services/Front Desk personnel. The role demands a proactive manager who is capable of maintaining guest satisfaction and employee engagement, while effectively managing operational budgets and administrative tasks.
This role supports the front desk management by guiding and mentoring staff, fostering a culture of mutual respect and trust, and stepping in to perform employee duties when necessary. Key functions involve handling guest complaints and disputes with professionalism, ensuring adherence to service standards, and implementing best practices to support revenue goals through maximizing room occupancy and selling procedures. The position also requires active participation in department meetings, contribution to training initiatives, and promotion of employee recognition and performance appraisal processes.
In addition, this role emphasizes exceptional customer service by encouraging team members to go beyond expectations, setting a positive example in guest relations, and maintaining strong communication channels with guests to gather and utilize feedback effectively. The assistant manager will collaborate in the implementation of customer recognition programs and support seamless use of guest information tracking systems, which aid in personalizing guest experiences and resolving challenges efficiently.
Beyond customer and staff management, the role involves supporting human resource activities such as coaching and mentoring employees to improve skills and performance, monitoring adherence to credit policies to minimize financial risks, and ensuring front desk operations align with overall business objectives. Maintaining compliance with loss prevention policies and guaranteeing that all departments under the front office umbrella are functioning smoothly are critical components of this position.
At Element Marriott, this position offers an opportunity to be part of a dynamic and welcoming team committed to making a meaningful impact on guests’ stays while fostering a supportive work environment for employees. It is an excellent role for someone with a passion for hospitality, leadership, and guest satisfaction, looking to grow their career within a respected global brand. The position offers exposure to various front office functions and promises a fulfilling, challenging, and rewarding work experience that is recognized through competitive pay and bonus incentives.
Job Requirements
- high school diploma or GED
- two years experience in guest services, front desk, or related professional area
- OR two-year degree from accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- availability to work full time
- strong communication skills
- ability to lead a team
- problem-solving skills
- knowledge of front desk operations
- commitment to guest satisfaction
- compliance with company policies
- ability to handle stressful situations professionally
Job Qualifications
- high school diploma or GED
- two years experience in guest services, front desk, or related professional area
- OR two-year degree from accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- strong interpersonal and communication skills
- ability to lead and influence others
- knowledge of front office operations and guest service principles
- problem-solving skills
- ability to handle complaints and resolve conflicts
- ability to train and mentor staff
- understanding of financial and operational objectives in a hotel setting
- proficiency in guest information tracking systems
- commitment to exceptional customer service
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
- serves as a role model to demonstrate appropriate behaviors
- understands employee positions well enough to perform duties in employees' absence
- handles employee questions and concerns
- supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager
- supports daily Front Desk shift operations
- supports 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
- participates in department meetings and communicates a clear and consistent message regarding Front Desk goals
- strives to improve service performance
- observes staffing levels to ensure guest service, operational needs, and financial objectives are met
- supports training of staff on adherence to credit policies and procedures to reduce bad debts and rebates
- supports same day selling procedures to maximize room revenue and property occupancy
- understands the impact of Front Desk operations on overall property financial goals and objectives
- provides services 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
- sets a positive example for guest relations
- encourages employees to provide excellent customer service within guidelines
- handles guest problems and complaints seeking assistance from supervisor as necessary
- interacts with guests to obtain feedback on product quality and service levels
- supports implementation of customer recognition/service programs
- assists in review of comment cards and guest satisfaction results with employees
- ensures employees have proper supplies and uniforms
- assists in use of guest information tracking system to support repeat guest recognition program
- identifies developmental needs of others and coaches, mentors or helps improve knowledge or skills
- provides guidance and direction to subordinates including setting performance standards and monitoring performance
- provides feedback to individuals based on service behavior observations
- participates in ongoing employee recognition program
- supports training when appropriate
- participates in employee performance appraisal process
- provides information to supervisors, co-workers and subordinates by telephone, email or in person
- analyzes information and evaluates results to solve problems
- informs and updates executives, peers and subordinates on relevant information
- performs all duties at the Front Desk as necessary
- understands functions of Bell Staff, Switchboard and Concierge/Guest Services
- complies with loss prevention policies and procedures
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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