Additional Information Relocation Assistance Available; Mid and PM Shift Job Number 25104474 Job Category Rooms & Guest Services Operations Location The Ritz-Carlton Marina del Rey, 4375 Admiralty Way, Marina Del Rey, California, United States, 90292VIEW ON MAP (Ritz-Carlton Marina del Rey, 4375 Admiralty Way, Marina Del Rey, California, United States, 90292) Schedule Full Time Located Remotely? N Position Type Management JOB SUMMARY 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 PROFILE Education and Experience u2022 High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. OR u2022 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. CORE WORK ACTIVITIES Supporting Management of Front Desk Team u2022 Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. u2022 Encourages and builds mutual trust, respect, and cooperation among team members. u2022 Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. u2022 Ensures employee recognition is taking place on all shifts. u2022 Establishes and maintains open, collaborative relationships with employees. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals u2022 Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. u2022 Develops specific goals and plans to prioritize, organize, and accomplish your work. u2022 Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. u2022 Strives to improve service performance. u2022 Collaborates with the Front Office Manager on ways to continually improve departmental service. u2022 Communicates a clear and consistent message regarding the Front Office goals to produce desired results. u2022 Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. u2022 Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Ensuring Exceptional Customer Service u2022 Provides services that are above and beyond for customer satisfaction and retention. u2022 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. u2022 Serves as a role model to demonstrate appropriate behaviors. u2022 Sets a positive example for guest relations. u2022 Displays outstanding hospitality skills. u2022 Empowers employees to provide excellent customer service. u2022 Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. u2022 Provides feedback to employees based on observation of service behaviors. u2022 Handles guest problems and complaints effectively. u2022 Interacts with guests to obtain feedback on product quality and service levels. Managing Projects and Policies u2022 Implements the customer recognition/service program, communicating and ensuring the process. u2022 Ensures compliance with all Front Office policies, standards and procedures. u2022 Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Additional Responsibilities u2022 Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. u2022 Analyzes information and evaluating results to choose the best solution and solve problems. u2022 Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. u2022 Functions in place of the Front Office Manager in his/her absence. u2022 Communicates critical information from pre- and post-convention meetings to the Front Office staff. u2022 Participates in department meetings. These are material job duties of this position. Your background may have a direct, adverse, and negative bearing on the duties and responsibilities of this position potentially resulting in the withdrawal of a conditional offer of employment. The hourly pay range for this position is $30.29 to $40.38. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, and other life and work wellness benefits. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law. _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. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law._ At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the worldu2019s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the u201cGold Standardsu201d of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with. In joining The Ritz-Carlton, 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.