Front Office Manager - Detroit Metro Airport Marriott

Ann Arbor, MI, USA|Onsite

Job Overview

Compensation

Hourly

Range $18.25 - $27.75

Work Schedule

Flexible

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

employee discount

Training and Development

Employee assistance program

Job Description

This position is offered within a reputable and well-established hotel that prides itself on delivering exceptional customer service and guest satisfaction. The hotel is recognized for its commitment to excellence in hospitality, providing a welcoming and comfortable environment for all guests. This dynamic company operates in the hospitality industry, focusing on offering quality accommodations and a superior guest experience through professional and friendly service. The hotel employs a diverse and talented team dedicated to ensuring every guest encounter is positive and memorable. By joining this esteemed organization, candidates will become part of a team that values integrity, teamwork, and consistently going above and beyond to meet guest needs and expectations.

The role of Front Office Manager is vital to the daily operations and overall success of the hotel. This position requires a proactive and detail-oriented individual who can anticipate guest needs and manage the front office team effectively. The Front Office Manager is responsible for maintaining positive guest relations, greeting guests cordially, and efficiently handling check-in and check-out procedures. This role ensures proper staffing levels and oversees the hiring, training, and scheduling of front desk agents, supervisors, concierge staff, bell staff, and PBX operators. Additionally, the manager addresses guest complaints with tact and professionalism, striving to provide satisfying resolutions and uphold the hotel's standards of service excellence. Competence in operating the MICROS system at the front office is also a key expectation, as the manager monitors daily transactions to ensure accuracy and efficiency.

Candidates for this role should possess prior front desk and management experience and demonstrate a strong work ethic coupled with self-initiative and independent judgment. The ability to focus and complete assignments on time despite frequent interruptions is crucial. This position may require flexibility in work schedules to meet the variable needs of the business. Physical requirements include the ability to work for extended periods at a desk, occasional standing and walking, fine motor skills for keyboarding and office equipment use, and the capability to lift or move items weighing between 10 to 25 pounds. Effective communication skills, both verbal and written, are essential for successful interactions with guests and team members.

Overall, this role is ideal for a motivated team player who thrives in a collaborative, guest-centered hospitality environment. The Front Office Manager will play a key role in fostering a welcoming atmosphere and delivering seamless service that enhances the guest experience and supports the property’s reputation for excellence.

Job Requirements

Front desk and management experience is required
High work ethic, self-initiative, independent judgment
May be required to work varying schedules to reflect the business needs of the property
Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
Ability to work in a standard office environment
Prolonged periods of sitting at a desk and working on a computer (6-8 hours a day)
Occasional standing and walking throughout the workday
Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment
Ability to communicate effectively verbally and in writing
Occasionally required to stand, walk, bend, reach, or carry items
Ability to lift and/or move 10-25 pounds as needed (e.g., files, office supplies)
Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles)
Ability to hear and participate in conversations and meetings, use phone and/or headset
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role

Job Qualifications

Front desk and management experience
Strong work ethic
Self-initiative
Independent judgment
Effective verbal and written communication skills
Ability to work collaboratively in a team environment

Job Duties

Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times
Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel
Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators
Resolve guest complaints, ensuring guest satisfaction in each interaction
Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome
Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often