Assistant Front Office Manager

About the role

JW Marriott is hiring an Assistant Front Office Manager in Accra, Ghana. The role assists the Front Office Manager in administering front office functions and supervising staff daily across the Bell/Door Staff, Switchboard and Guest Services/Front Desk areas. It also directs and works with managers and employees to ensure an efficient check-in and check-out process, while ensuring guest and employee satisfaction and maximizing the department's financial performance.

Key responsibilities

• Support management of the front desk team: supervise and manage employees, cover their duties in their absence, recognize employees on all shifts and build collaborative relationships.
• Manage day-to-day operations and set goals and plans to meet customer expectations.
• Handle guest complaints, settle disputes and resolve grievances, and collaborate with the Front Office Manager on improving service.
• Take part in corrective action plans based on comment cards and guest satisfaction results, and communicate front office goals clearly.
• Deliver exceptional customer service, coach employees on guest needs and handle guest problems and complaints effectively.
• Implement the customer recognition/service program and ensure compliance with front office policies, standards, procedures and credit policies to reduce bad debts and rebates.
• Provide information to supervisors and colleagues, update executives and peers, and act in place of the Front Office Manager when absent.

Required profile

• High school diploma or GED, with 2 years of experience in guest services, front desk or a related field.
• OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major; no work experience required.