Front Office Manager

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    "jobTitle": "Front Office Manager",
    "location": "JW Marriott Turnberry Miami Resort & Spa - Aventura, FL 33180",
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    "description": "<p style=\"margin-left:0in;margin-right:0in;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><u>Scope of Position</u></span></span></p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">The Front Desk Manager is responsible to provide a superior level of personalized service by ensuring every need, request, and desire of our guests is fulfilled with the utmost care, professionalism, and dedication. The Front Desk Manager assists the Front Office Management in administering front office functions and supervising staff daily. Front Office areas include, Front Desk/Guest Services, At Your Service and Bell/Door staff. This position works with managers and associates to carry out procedures ensuring an efficient check in and check out process while instilling consistency of the JW Marriott Turnberry Miami standards as well as generating and promoting ideas to continue in elevating our service levels.</span></span></p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"> </p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><u>Position Requirements</u></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Minimum 2 years of progressive management experience in a luxury hotel preferred.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Previous Guest Relations and Front Office experience in a hotel required.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Possess outstanding guest services skills and leadership capability.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Detail oriented with outstanding organizational and communication skills.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Able to handle a multitude of tasks in an ever-changing environment.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Effective at listening to, understanding, clarifying, and responding to the concerns raised by guests and members.</span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"> </p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><u>Responsibilities</u></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ensure efficient guest registration, check out and telephone service.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Observe Front Office staff and ensure that established procedures are completed in compliance in accordance with policy and procedure. </span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Maintain a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient operations.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Assist with additional Front Desk and At Your Service, Concierge and VIP Services tasks.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Actively participates in daily briefings and meetings.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Build rapport with VIPs, Marriott Bonvoy members, distinguished visitors; encourage feedback throughout their stay.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Complete projects in a timely manner as required by the Assist Director of Rooms, Director of Rooms, Hotel Manager or General Manager.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Be able to participate proficiently in functions outside ones department when called upon.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Oversee and work effectively with 3<sup>rd</sup> party contracted service areas ensuring a seamless guest experience.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Develop/Maximize knowledge of GXP Guest Experience Platform to track and follow up on all guest request and internal cross departmental needs.</span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Provide follow-up to all recovery guests to ensure consistent guest satisfaction and ensure all opportunities are reflected in GXP (Guest Experience Platform).</span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Communicate all missed opportunities with other departments as required.</span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:10pt;\"><span style=\"font-size:11pt;\">Assist with recruiting, interviewing, and hiring associates; conduct performance appraisals, coach, and counsel, perform progressive corrective action, motivate, develop, and train.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:10pt;\"><span style=\"font-size:11pt;\">Reviews staffing levels to ensure that guest service and operational needs are met.</span></span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Maintain consistent and effective flow of communication between shifts among fellow managers and Associates.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Actively participate in training and continuing education of Front Desk, At Your Service, Concierge and VIP Services staff.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:10pt;\"><span style=\"font-size:11pt;\">Works with Human Resources to ensure compliance with all local, state, and federal (OSHA, Health Department) regulations.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Perform any other reasonable duties as required by management.</span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;text-align:justify;\"> </p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><u>Education</u></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">High School diploma or equivalent or GED; 4 years experience in guest services, front desk, housekeeping, or related professional area.</span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">OR</span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">2- or 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 4 years experience in guest services, front desk, housekeeping or related professional area.</span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"> </p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><u>Skills and Abilities </u></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ability to communicate in the English language. Second language is a plus.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks. </span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Knowledge of OPERA and Guest Experience Platform systems is a plus.</span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"> </p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><u>Physical Requirements</u></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;font-size:16px;\">On a continuous basis, stand or walk for long periods of time.</span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Intermittently twist to reach equipment or supplies surrounding desk.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Use telephone and computer keyboard daily.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Must be physically fit to lift, pull, and push items up to 50 pounds.</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Also requires standing/walking/reaching and bending throughout shift. </span></span></li>\r\n</ul>\r\n\r\n<p> </p>",
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Country Club Drive\",\"addressLocality\":\"Aventura\",\"addressRegion\":\"FL\",\"postalCode\":33180,\"addressCountry\":\"USA\"}},\"industry\":\"Hospitality - Hotel\",\"validThrough\":\"2026-08-25\"}",
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