Front Office Manager

Full-Time

Front Office Manager

Our company

The Residence Inn by Marriott Seattle/University District is looking for a full time Front Office Manager to join our team. We are managed by Puget Sound Hospitality which owns and operates 5 hotels in the Puget sound area.

Mission Statement

It is our passion and responsibility to provide unmatched service to our guests and create opportunities for our associates. We aim to achieve success for our owners by being innovative and constantly evolving, exceeding the expectations of our associates and guests, and creating an environment of Inspired Connections.

Advancement Opportunities

We strongly believe in career advancement opportunities across our properties and work with managers to identify and train individuals who are interested in learning and growing within our organization.

The details

Location: 4501 12^th Ave NE Seattle, WA 98105.

Commute/Transportation: We are located just 1 block from the Link Light rail station and offer a discounted annual ORCA pass. If you prefer to drive, we offer free parking to all of our employees in our underground garage.

Salary Range: $68,000-$73,500

Benefits: Our manager benefits package is available after 30 days of employment. This package includes medical, dental, vision, life, and AD&D. We also have 6 paid holidays.

PTO is accrued at 0.0538 hours per hour starting on day 1 of employment.

We partner with Colonial life to offer supplemental insurance options such as accident, short term disability, and whole life during our annual enrollment.

We have a 401(K) retirement plan available to all employees who are 21+ and have been employed for 6 months.

We offer Marriott employee room rates as well as Marriott friends and family room rates that can be used based on availability at any Marriott location worldwide.

Work shifts: This position will provide support to the front desk team which operates 24/7. The manager is expected to align their schedule to support the business needs.

The daily job duties

• Performs all duties at the Front Desk as necessary.
• Manages daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Runs Front Desk shifts whenever necessary.
• Completes and maintains all required Front Desk shift reports and paperwork.
• Manages the daily operations of the AYS and Concierge/Guest Services.
• Manages and expedites lobby traffic to speed the arrival and departure process.
• Manages all areas of the Front Office.
• Operates all department equipment as necessary and reports malfunctions.
• Orders associate uniforms and ensure uniforms are properly inventoried and maintained.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
• Manages staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands night audit procedures and is able to comprehend and utilize reports as necessary.
• Helps train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures.
• Participates as needed in the investigation of associate and guest accidents.
• Understands and complies with loss prevention policies and procedures
• Co-ordinate & oversee special set-ups in guestrooms and ensure departments or guests are charged accordingly.
• Prepare welcome letters or cards.
• Inspect VIP rooms prior to arrival.
• Check arrival lists daily for special arrivals or for any particular requirements. Conduct pre-arrival planning to ensure personal requests are met and the guests experience a smooth check in process.
• To take full responsibility for the guestVoice Program by handling replies and in particular guestVoice alerts.
• Be present in the lobby area to assist guests and to be responsible for Lobby Hosting, also to be highly visible in guest contact areas.
• Keep a complete guest history system in order to recognize repeat guests and to co-ordinate the repeat guest program, also to ensure amenities are constantly updated in guests profiles.
• Oversee the smooth running of the whole hotel by liaising with all departments.
• Lead, motivate & encourage the associates we manage
• Maintain positive employee relations and ensure adherence to guarantee of fair treatment. Be focused on Employee engagement and increasing motivation within the department and the hotel.
• Ensure a high standard of personal appearance is achieved by having correct uniforms and name tags.
• Attend regular scheduled meeting such as daily morning meetings, reception shift briefs and to conduct regular meeting within the departments we are responsible for.
• Be able to work flexible hours when & as required.
• Have a working knowledge of the emergency procedures and work closely with security department.
• Take full responsibility as Manager on Duty for the whole hotel at all times. Log incidents as they occur and ensure follow up is completed.
• Be fully involved in training new associates and ensuring associates are performing to the required brand standards.
• Work towards the achievement of department and personal goals.
• Provide personal & attentive service to guests to make each guest feel special.
• Co-ordinate the long stay guests program.
• Update all complaints, issues or problems in guest profiles to ensure total communication.
• Oversee courtesy control programs such as the Guest Response Program.
• Understand fully the Marriott Bonvoy Program & make sure it is handled properly throughout the hotel.
• Be familiar with all-special rate packages and programs such as the weekend package. 
• To be fully involved in ongoing initiative training.
• The Requirements
• Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, analyze and make interpretations.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several variables in standardized situations.
• Ability to interpret and perform intermediate computer functions.
• Must be proficient in Outlook, Word and Excel.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• E-VERIFY

Puget Sound Hospitality participates in the Electronic Employment Eligibility Verification Program.

This Employer Participates in E-Verify English and Spanish (PDF)