Front Desk Manager, Marriott Bonvoy

Marriott Bonvoy

Location:
United States, Fort Myers

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Front Desk Manager will be responsible for directly managing Front Office operations including the staff of Front Desk, AYS, and night audit. This individual will serve as a champion in driving a high level of service execution within the front office.

Job Responsibility:

Manages the properties unique arrival service strategy and execution through regular observation and interaction with the front office team
Ensures complete guest satisfaction and follows up on all escalated guest issues and concerns in a timely manner
Manages and assists in the pre-arrival process to execute guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements
Maintains guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and information
Actively engage guests in and promote hotel loyalty program including new guest program enrollments
Serves as an Empower guest experience tool expert
Processes guest check-ins by confirming reservations, assigning room, and issuing and activating room keys
Responsible for serving as hotel property management system expert
Ensures proper protocol is maintained to promote a high degree of mobile check-in program execution
Ensures that front office staff is properly trained and executes against property empowerment guidelines
Actively reviews, responds, and shares guest feedback derived from various guest feedback and social media platforms
Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues
Responds to guest requests or feedback and takes action to address any and all guest service issues
Ensures full compliance of standards and the passing of department Quality Assurance items
Trains and encourages staff to embody hotel culture and provide guests with the hotel's story
Recognizes and communicates to other departments any hotel VIPs and provides extra touches when warranted
Provide local information for shopping, dining, nightlife, and recreational destinations
Assists in the recruiting function for department including screening, interviewing, and hiring new employees
Responsible for ensuring guest credit is procured and all accounting/cash procedures are followed by Front Office staff
Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines
Ensures that the front office team receives all group resumes and group details as it relates to key department functions
Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions
Serves as property MOD in the absence of senior leadership
Report accidents, injuries, and unsafe work conditions and take action as needed
complete safety training and certifications
Assists in establishing and maintaining a working relationship with key contractors and vendors
Ensures Front Desk staff adheres to hotel grooming guidelines
Report any irregular behavior from guests in public areas and or in room
Ability to take initiative and handle assignments with limited supervision
Responsible for ensuring that department adheres to all HR policies
Follow all hotel policies and procedures as outlined in the team member handbook
Maintain cleanliness and order of work area

Requirements:

2-year associates degree or higher preferred
Minimum 2 years Hotel Front Desk managerial experience
Excellent phone & customer service skills
Excellent communication skills, both verbal and written
Ability to use technology e.g. tablets, iPads
Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift, pull 40 lbs.
Ability to communicate clearly
Corrected vision to normal range
Ability to work long hours as needed
Make sound judgments quickly
Work on multiple tasks, making appropriate progress towards deadlines
Able to work independently, take direction, and provide direction to others
Manage differing personalities within the office, the hotel, and the community
Maintain the highest degree of confidentiality
Ability to work effectively in stressful, high pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

What we offer:

Medical, Dental, & Vision
HSA & Flexible Spending Account Options
Basic Life & Disability Plan Options
401K Retirement Plan
Paid Time Off
Holiday Pay
Career Training & Development Opportunities
Tuition Reimbursement
Bereavement Leave
Employee Assistant Program (EAP)
Jury Duty (May vary by state)
Employee Discounts
Employee Referral Bonus
Free meal for all full-service hotel employees

Additional Information:

Job Posted:
October 25, 2025

Expiration:
December 09, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Front Desk Manager

Marriott Bonvoy

Location:United States, Fort Myers

Category:Hospitality and Tourism

Contract Type:Employment contract