Franchised Front Office Manager

**Posting Date** Aug 09, 2021

**Job Number** 21088146

**Job Category** Rooms & Guest Services Operations

**Location** Courtyard Jazan, Al Riyadh Road next to Rashid Mall, Jazan, Saudi Arabia, Saudi Arabia VIEW ON MAP

**Brand** Courtyard by Marriott

**Schedule** Full-Time

**Relocation?** N

**Position Type** Management

**Located Remotely?** N
- With more than 330 managed locations in more than 20 countries Courtyard by Marriott offers a refreshing environment that helps guests stay connected and balanced. Working at Courtyard, you'll ensure guests have a smooth, productive stay that meets their personal and business needs. Find Your World at Courtyard by Marriott.**Additional Information**:This hotel is owned and operated by an independent franchisee, Saudi Bonyan. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

**JOB SUMMARY**

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and associates to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- 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.
- Keeps Front Office team 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 the Front Office goals to produce desired results.
- 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.
- Manages department controllable expenses to achieve or exceed budgeted goals.

**Job Requirements**
- Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
- Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions.
- Financial Procedures - Knowledge of policies and procedures involved in processing different types of sales transactions and payment methods, including cash, credit cards, personal checks, traveler checks, regional and national promotions, coupons, gift certificates/cards, city ledgers or store credit as well as knowledge of laws and regulations regarding the selling of restricted items (e.g., over-the-counter medications, alcohol, and tobacco products). This includes knowledge of necessary security checks (e.g., verifying identification) required for various payment methods and local financial regulation (e.g., anti-money laundry, exchange rates, etc.)
- Payment Process - Knowledge of policies and procedures involved in managing and processing different types of sales transactions and payment methods including credit cards approval and declines, personal checks, traveler checks, coupons, gift certificates/cards, e-certificates for Marriott Rewards program, wholesaler vouchers, and direct bills. This includes knowledge of necessary security checks (e.g., verifying identification) for various payment methods.
- Front Desk - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards
- Problem Resolution
- Ability to record, track and resolve guest problems via property software handle emergencies, and effectively deal with customer issues and complaints.
- Business Acumen - Understanding and utilizing business information (e.g., data used in the Marriott Balanced Scorecard related to
- Associate Engagement, Guest Satisfaction, and Property Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges
- Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
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