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Front Office Manager

Posted November 18, 2021

Baltimore Marriott Inner Harbor at Camden Yards
Baltimore, MD
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About This Job

The essential functions of a Front Office Manager at the Baltimore Marriott Inner Harbor are, but not limited too: 

*Implement and manage the Front Office daily quality process including goal communication, associate improvement, compliance with Crescent & Marriott standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.

*Cover Front Desk shifts, training Front Desk Agents & Assistant Front Desk Managers while working with them.

*Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

*Communicate both verbally and in writing to provide clear direction to staff.

*Assign and instruct Assistant Front Desk Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.

*Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.

*Supervise the budgeting, forecasting, training, motivating and staffing of the Front Office Department including: Telephone, Front Desk, Concierge and Guest Services.

*Prepare Forecast expenses and actual results for the Front Office Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.

*Work closely with the Assistant General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.

*Participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Quality Teams Meetings, etc.

*Comply with attendance rules and be available to work on a regular basis.

Leaders within that Baltimore Marriott Inner Harbor perform any other job related duties as assigned to foster a team environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Baltimore Marriott Inner Harbor at Camden Yards

110 South Eutaw Street
Baltimore, MD 21201

(410) 962-0202

524 Room Hotel

www.marriott.com

Our Hotel

An elevated travel experience awaits you at Baltimore Marriott Inner Harbor at Camden Yards. Nestled within the city's thriving Arts & Entertainment district, our hotel offers unparalleled access to Baltimore landmarks including the National Aquarium, M&T Bank Stadium, Royal Farms Arena and Oriole Park at Camden Yards. Stretch out in stylish rooms and suites featuring high-speed Wi-Fi access, Plug-In technology panels, flat-screen TVs and featherbed mattresses. Watch sports as you enjoy seafood and drinks at The Yard, which boasts a unique wine and beer wall, or stop by Bricknfire for a slice of artisanal pizza. Our hotel also offers a 24-hour gym for your convenience. If you're hosting an event in the Inner Harbor, we provide 18,472 square feet of indoor and outdoor space, as well as comprehensive planning and catering services. We're also near the Convention Center, for those attending events at that venue.