Looking for the next step in your career. Join an exciting property that is located in the heart of the Creative Village in Downtown Orlando. The Hotel offers 297 Guestrooms, 15,997 Sq. Ft of Meeting Space. The Marriott Orlando Downtown Hotel has great benefits that include Great Pay, Vacation Time, Medical, Dental, Vision and 401K. Come be a part of the team and take on this exciting opportunity.

Purpose:

The Director of Front Desk & Guest Experiences is responsible overseeing all Front Office, At Your Service, M-Club and Guest Experience Functions, Staff, and Metrics of the Hotel. Areas of responsibility include Guest Services/Front Desk, Bell Staff, At Your Service, Market, M-Club Operations, Valets, and all Marriott Guest Experiences Metrics of the Hotel. As a department head and Reporting to the Director of Room Operations, this position will direct and works with managers and associates to successfully execute all front office operations & guest experiences, including guest arrival and departure procedures, and all items related to the overall guest experiences while at the hotel. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Will ensure that all operations are in alignment with the Marriott Orlando Downtown's Hospitality standards to ensure guest satisfaction while maximizing hotel profitability.

Essential Functions:

• 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 work.
• Keeps all teams focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
• Supervises and coordinates all activities for luggage attendants, garage valets, door attendants, and concierge.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Understands employee positions well enough to perform duties in employees' absence.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listen and extend assistance to resolve problems. Plan and implement detailed steps by using experienced judgment and discretion.
• Continually evaluate costs, oversee inventory and ordering of supplies for all departments within Rooms in a timely manner and to meet the Hotel needs.
• Manages department controllable expenses to achieve or exceed budgeted goals; Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.
• Responds to guest’s complaints, solves problems, and works towards problem prevention through long term planning. Resolves issues in a manner satisfactory to both the guest and the hotel.
• Works with Sales and Revenue managers regarding guests and groups.
• Maintain all front desk related equipment and a par stock of supplies; Retrieve mail, small packages and facsimiles for customers as requested.
• Supervises and manages employees. Properly handle all administrative work with regard to interviewing, hiring, performance appraisals and terminations of staff. Complete audit procedures, as needed.

Qualifications:

• 4 Years of Marriott Front Office Manager or 5 Years of a Branded Hotel Front Office Manager Experience
• FSPMS/Marsha, GXP and Marriott's Mobile Platform is required
• Must be able to meet the Marriott Orlando Downtown's Pre-Hire Requirements and be Authorized to work in the United States

The Marriott Orlando Downtown is an EEO.