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Job Information

Marriott Front Desk Manager - Franchised in Bilbao, Spain

Job Number 24072017

Job Category Rooms & Guest Services Operations

Location Hotel Ercilla de Bilbao Autograph Collection, Ercilla 37-39, Bilbao, Vizcaya, Spain

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Gran Hotel Ercilla SA. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job Summary

Responsibilities

Lead the customer service team:

  • Uses interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

  • Fosters and builds mutual trust, respect and cooperation among team members.

  • Serves as a role model to demonstrate appropriate behaviours.

  • Supervises and directs employees. Manages all day-to-day operations.

  • Understands employees' positions sufficiently to perform their duties in their absence.

  • Establishes and maintains open and collaborative relationships with employees and ensures that employees do the same within the team.

  • Ensures recognition of employees in all areas of responsibility.

  • Communicates performance expectations in accordance with job descriptions and monitors progress.

  • Celebrates successes and publicly recognises the contributions of team members.

Maintaining customer service and reception targets:

  • Achieves and exceeds targets, including performance targets, budget targets, team targets, etc

  • Manages daily operations, ensuring quality, standards and meeting customer expectations on a daily basis.

  • Develops specific objectives and plans to prioritise, organise and deliver their work.

  • Keeps the Front Office team focused on critical components of operations to drive guest satisfaction and desired financial results.

  • Leads department meetings and continually delivers a clear and consistent message on Front Office objectives to achieve desired results.

  • Reviews staffing levels to ensure financial, customer service objectives and operational needs are met.

  • Understands the impact of Front Office operations on the Rooms area and the overall financial objectives of the property.

  • Manages the controllable expenses of the department to meet or exceed budgeted targets.

Ensuring exceptional customer service

  • Provides services that go beyond customer satisfaction and retention.

  • Improves service by communicating and helping people understand customer needs, providing guidance, feedback and individual training when necessary.

  • Supervises and directs employees. Manage all day-to-day operations. Understands employees' positions sufficiently to perform their duties in their absence.

  • Acts as a "Service Champion" for the Front Office and creates a positive atmosphere for customer relations.

  • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

  • Strives to improve service performance.

Job Requirements

  • Excellent spoken English.

  • Knowledge of the hotel and hospitality sector

  • Knowledge of Marriott's procedures and standards is an asset

  • Experience in team management and hotel reception

  • Customer oriented

  • Incident management skills

This company is an equal opportunity employer.

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The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

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