Job Description
Job Description
Location: JW Marriott Marquis Miami | 255 Biscayne Blvd Way, Miami Florida 33131 USA
Compensation: Salary
Schedule: Full-Time
Position Type: Management
Benefits
- Health Insurance
- Dental and Vision
- Paid Time Off
- 401K
- Parking and Metro Reimbursement
- Travel Perks and Benefits
- Recognition and Rewards
- Growth Opportunities
- Holiday Pay
- Free Meals
- Free Uniform
- Free Life Insurance
- Free Short-Term Disability
- …and much more!
JOB SUMMARY
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop. As a department head, directs and works with managers and associates to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.JOB SPECIFIC TASKS
- Keeps the Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Ensures compliance with all Front Office policies, standards, and procedures.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
- Ensures associates are treated fairly and equitably.
- Strives to improve service performance.
- Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.
- Empowers associates to provide excellent customer service.
- Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
- Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
- Ensures recognition of associates is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Manages associate progressive discipline procedures for Front Office Staff.
- Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
- Administers the performance appraisal process for direct report managers.
- Interviews and hires managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
- Celebrates successes and publicly recognizes the contributions of team members.
- Responds to and handle guest problems and complaints.
- Observes service behaviors of associates and provides feedback to individuals and/or managers.
- Manages department controllable expenses to achieve or exceed budgeted goals.
- Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
JW Marriott Marquis Miami’s foundation is its commitment to genuine hospitality — a belief that true hospitality springs from the nurturing and building of strong and lasting relationships with fellow associates, guests, partners, and the communities in which its hotels operate.
By doing so, JW Marriott Marquis Miami strives to become the industry leader in delivering the true meaning of hospitality. This has resulted in consistent, superior financial performance as well as repeated recognition from industry and community leaders. The company has amassed numerous awards for a variety of efforts from energy conservation to product development to associate recognition and business results.
Our Mission
We provide genuine hospitality by inspiring strong relationships with our guests, associates, and partners to make a difference in our community.
Our Vision
To be the leading choice in Miami by welcoming guests worldwide, offering fun, innovative, and unique hotel experiences while developing our communities.
Our Core Values
We Inspire People
We Embrace Innovation
We Pursue Accountability
SOCIAL MEDIA SITES
Marriott Careers: https://www.youtube.com/user/MarriottJobs
JW Marriott Marquis Miami
Website: https://www.marriott.com/hotels/travel/miamj-jw-marriott-marquis-miami/
Instagram: https://www.instagram.com/jwmarriottmarquismiami/?hl=en
Facebook: https://www.facebook.com/JWMarriottMarquisMiami/
Twitter: https://twitter.com/jwmm_miami?lang=en
Maps: https://www.marriott.com/hotels/maps/travel/miamj-jw-marriott-marquis-m…
E-VERIFY
MDM Hotel Group participates in the Electronic Employment Eligibility Verification Program.
MDM Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. MDM Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.