Front Office Manager at Marriott International in Nadi, Fiji, Fiji

JOB SUMMARY

The Assistant Front Office Manager supports the Front Office Manager in the leadership, management, and daily operation of the Front Office department, including Front Desk, Guest Services, Bell Services, Door Staff, and Switchboard operations. This role is responsible for ensuring exceptional guest experiences, efficient check-in and check-out processes, operational excellence, employee engagement, and achievement of departmental financial goals.

The Assistant Front Office Manager works closely with Front Office leadership and associates to maintain Marriott brand standards, drive guest satisfaction, optimize operational performance, and support the development of a high-performing team.

KEY RESPONSIBILITIES

I. Front Office Operations Management

• Assist in managing the day-to-day operations of the Front Office, including Front Desk, Guest Services, Bell Services, Door Staff, and Switchboard functions.
• Ensure smooth and efficient guest arrival, departure, and in-house experiences.
• Support the development and execution of departmental goals, action plans, and operational priorities.
• Supervise daily Front Office shift operations and ensure compliance with Marriott policies, procedures, and brand standards.
• Review staffing levels and scheduling to ensure guest service, operational needs, and financial objectives are met.
• Monitor departmental performance and take corrective action where necessary to achieve operational targets.
• Perform Front Desk duties and oversee shifts as required to maintain service standards.
• Assume responsibility for all Front Office operations in the absence of the Front Office Manager.

II. Quality Assurance & Brand Standards

• Ensure consistent execution of Marriott brand standards and service expectations throughout all Front Office operations.
• Monitor service delivery and ensure adherence to established operating procedures.
• Conduct regular reviews of Front Office processes to identify opportunities for improvement.
• Support implementation of customer recognition and guest service programs.
• Promote a culture of operational excellence, professionalism, and attention to detail.
• Ensure all guest interactions reflect the brand’s commitment to exceptional hospitality.
• Maintain departmental readiness for audits, quality reviews, and brand compliance assessments.

III. Financial Performance & Revenue Management

• Support the achievement of departmental financial goals and operational budgets.
• Understand and communicate the impact of Front Office operations on the property's financial performance.
• Assist in maximizing room revenue through effective inventory management, same-day selling procedures, and upselling initiatives.
• Monitor occupancy levels and support strategies that optimize revenue performance.
• Ensure compliance with credit policies, procedures, and financial controls to minimize bad debt and rebates.
• Assist in managing labor costs through efficient scheduling and productivity management.
• Support initiatives designed to enhance profitability while maintaining guest satisfaction.

IV. Guest Experience & Service Excellence

• Champion exceptional guest service and create memorable guest experiences.
• Handle guest complaints, concerns, disputes, and service recovery situations professionally and effectively.
• Lead by example and demonstrate Marriott’s service culture in all guest interactions.
• Interact regularly with guests to obtain feedback regarding service quality and overall satisfaction.
• Ensure Front Office associates understand guest expectations and service delivery standards.
• Empower associates to resolve guest concerns promptly and appropriately.
• Review guest feedback and satisfaction results and implement improvement plans where necessary.
• Promote continuous improvement in service delivery and guest experience performance.

V. Leadership & Team Development

• Provide leadership, guidance, coaching, and support to Front Office associates.
• Foster a culture of teamwork, respect, accountability, and collaboration.
• Lead daily briefings, operational meetings, and shift handovers to ensure clear communication.
• Establish performance expectations and support employees in achieving departmental goals.
• Serve as a role model by demonstrating professionalism, integrity, and strong leadership behaviors.
• Monitor employee performance and provide ongoing coaching and feedback.
• Support development and cross-training initiatives to enhance associate capabilities and operational flexibility.
• Encourage employee engagement and recognition to drive a positive workplace culture.

VI. Human Resources & Talent Management

• Assist with recruitment, interviewing, selection, onboarding, and training of Front Office associates.
• Support departmental orientation and training programs for new hires.
• Identify development opportunities and assist associates in building their skills and knowledge.
• Maintain open communication and encourage employee feedback through an open-door approach.
• Address employee concerns and escalate issues appropriately to the Front Office Manager and Human Resources.
• Support employee recognition, retention, and engagement initiatives.
• Participate in progressive discipline processes in accordance with company policies and procedures.
• Ensure all personnel actions and documentation are administered fairly and consistently.

VII. Communication & Cross-Functional Collaboration

• Build strong working relationships with Housekeeping, Engineering, Food & Beverage, Finance, Sales & Marketing, and other hotel departments.
• Ensure timely communication of guest requests, operational priorities, and service recovery actions.
• Participate in departmental and hotel-wide meetings as required.
• Communicate Front Office goals, priorities, and performance expectations clearly and consistently.
• Provide updates and reports to Front Office leadership regarding operational issues and opportunities.
• Collaborate with other departments to ensure seamless guest experiences throughout the property.
• Support property-wide initiatives and business objectives through effective teamwork and communication.

VIII. Compliance, Safety & Risk Management

• Ensure compliance with Marriott policies, SOPs, LSOPs, and local regulatory requirements.
• Promote a safe and secure environment for guests and associates.
• Ensure adherence to departmental procedures for cash handling, credit management, and guest information security.
• Monitor workplace safety standards and report incidents or risks promptly.
• Support emergency response procedures and ensure associates understand safety protocols.
• Ensure departmental documentation, records, and reports are maintained accurately and consistently.
• Assist in implementing corrective actions resulting from audits, inspections, and compliance reviews.

Our Benefits

• Exclusive staff discounts on hotel accommodation and food & beverage across all Marriott International properties for you, your family, and friends
• Career growth and development through Marriott’s global learning and training programs
• Employment with a globally recognized hospitality brand committed to diversity, inclusion, and equal opportunity
• Duty meals provided
• Associate transportation provided
• Prorated unused sick leave paid out at year end
• Relocation Benefit for Overseas candidates

Education and Experience

• Diploma or Degree in Hospitality Management, Hotel Management, Business Administration, or a related field from an accredited institution preferred.
• Minimum 2-4 years of experience in Front Office Operations, Guest Services, Front Desk, or a related hospitality field.
• Previous supervisory or leadership experience within Front Office operations is preferred.
• Strong understanding of Front Desk operations, guest service standards, room inventory management, and hotel operational procedures.
• Demonstrated ability to manage guest relations, service recovery, and customer satisfaction initiatives effectively.
• Knowledge of hotel financial controls, credit procedures, occupancy management, and revenue optimization practices.
• Strong leadership, coaching, mentoring, and employee development capabilities.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong organizational and problem-solving abilities with attention to detail.
• Ability to work effectively in a fast-paced hospitality environment and manage multiple priorities.
• Proficiency in Property Management Systems (PMS), Marriott operating systems, and Microsoft Office applications preferred.
• Flexibility to work shifts, weekends, public holidays, and operational schedules as required.
• Knowledge of Marriott brand standards and luxury hospitality service expectations is highly desirable.
• Thorough knowledge of workplace health and safety, compliance, and risk management practices.
• Proficiency in hotel property management systems, revenue management systems, and Microsoft Office applications.
• Ability to work in a fast-paced hospitality environment and manage multiple operational priorities.
• Flexibility to work weekends, public holidays, and operational schedules as required.