Mgr-Front Desk
Opportunité Professionnelle chez W Hotels en République Dominicaine
Poste de Mgr-Front Desk
Entreprise : W Hotels
Localisation : La Altagracia, République Dominicaine
Salaire attendu : À discuter
Date de l’annonce : 28 juin 2025
Description du Poste
Le rôle de Manager au Front Desk est primordial au sein de W Hotels. Ce poste consiste à assister le Front Office Manager dans l’administration des fonctions du bureau, en supervisant le personnel au quotidien. Les principales responsabilités englobent la gestion des services aux clients, l’accueil et le départ des hôtes, le personnel de la porte et la centrale téléphonique.
Profil du Candidat
Éducation et Expérience :
- Diplôme de niveau secondaire ou GED avec 2 ans d’expérience dans le secteur des services aux clients ou un domaine connexe.
- OU un diplôme de 2 ans d’une université accréditée en gestion hôtelière ou domaine similaire, sans exigence d’expérience préalable.
Activités Principales
Gestion des Services Clients
- Supervise les opérations quotidiennes tout en garantissant la qualité des services et la satisfaction des clients.
- Développe des objectifs spécifiques pour organiser le travail efficacement.
- Résout les plaintes et négocie des solutions pour assurer la satisfaction des clients.
Encadrement de l’Équipe Front Desk
- Utilise des compétences interpersonnelles pour diriger et motiver le personnel.
- Encourage la coopération entre les membres de l’équipe et agit en exemple.
- Supervise les opérations en l’absence du Front Office ou Assistant Front Office Manager.
Service Client Exceptionnel
- Améliore le service par une communication claire des attentes aux employés.
- Gère les problèmes et plaintes des clients de manière proactive.
Gestion de Projets et de Politiques
- Implémente des programmes de reconnaissance du service client.
- Supervise les opérations quotidiennes du bureau pour respecter les politiques.
Activités en Ressources Humaines
- Facilite le développement des autres par le coaching et le mentorat.
- Participer à l’orientation des nouveaux employés pour garantir une intégration réussie.
Engagement Éthique et Inclusivité
W Hotels est fermement engagé envers l’égalité des chances, visant à créer un environnement de travail inclusif où chacune des contributions est valorisée. Le respect de la diversité est au cœur de la culture de l’entreprise, programmant une ambiance où chaque individu, indépendamment de son origine ou statut, peut prospérer.
Conclusion et Appel à Candidature
Pour les professionnels passionnés et désireux de rejoindre un environnement dynamique et innovant, le poste de Mgr-Front Desk chez W Hotels est une opportunité à ne pas manquer. Ce poste constitue un tremplin pour quiconque souhaite s’engager dans l’hôtellerie de luxe tout en ayant un impact significatif sur la satisfaction client.
Cette présentation se conforme aux standards éditoriaux d’Artia13.world, en offrant une vue d’ensemble claire et rigoureuse du poste, tout en soulignant l’importance de l’inclusion et de l’éthique dans le milieu professionnel de l’hôtellerie.
📅 Date de publication de l’offre : Sat, 28 Jun 2025 01:33:21 GMT
🏢 Entreprise : W Hotels
📍 Lieu : La Altagracia
💼 Intitulé du poste : Mgr-Front Desk
💶 Rémunération proposée :
📝 Description du poste : Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.CANDIDATE PROFILEEducation and Experience
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIESMaintaining Guest Services and Front Desk Goals
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Supporting Management of Front Desk Team
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
Ensuring Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Ensures employees understand customer service expectations and parameters.
- Interacts with guests to obtain feedback on product quality and service levels.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and control property occupancy.
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
- Ensures property 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.
Supporting Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
- Participates in employee progressive discipline procedures.
Additional Responsibilities
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Performs all duties at the Front Desk as necessary.
- Runs Front Desk shifts whenever necessary.
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, 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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