Assistant Manager Airport Services

About the Role

Assistant Manager Airport Services at Marriott International is an entry-level management position responsible for leading and assisting with the successful completion of daily shift requirements for Front Office areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role strives to ensure guest and employee satisfaction, achieve the operating budget, and assists in completing financial and administrative responsibilities.

Key Responsibilities

• Supporting Management of Front Desk Team:
• Utilize interpersonal and communication skills to lead, influence, and encourage others.
• Advocate sound financial/business decision-making and demonstrate honesty/integrity.
• Serve as a role model and encourage mutual trust, respect, and cooperation among team members.
• Support all day-to-day operations and understand employee positions to perform duties in their absence.
• Coach, counsel, and encourage employees, and handle employee questions and concerns.
• Support all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Guide daily Front Desk shift operations.
• Communicate performance expectations to employees.
• Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:
• Manage day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, resolve grievances and conflicts, or negotiate with others.
• Participate in department meetings and communicate Front Desk goals.
• Strive to improve service performance.
• Supervise staffing levels to meet guest service, operational needs, and financial objectives.
• Train staff on adherence to credit policies and procedures to reduce bad debts and rebates.
• Supervise same-day selling procedures to maximize room revenue and property occupancy.
• Understand the impact of Front Desk operations on overall property financial goals and objectives.
• Ensuring Exceptional Customer Service:
• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching.
• Set a positive example for guest relations.
• Empower employees to provide excellent customer service within guidelines.
• Handle guest problems and complaints, seeking assistance from a supervisor as necessary.
• Interact with guests to obtain feedback on product quality and service levels.
• Managing Projects and Policies:
• Implement the customer recognition/service program and ensure its process.
• Assist in the review of comment cards and guest satisfaction results with employees.
• Ensure employees have proper supplies and uniforms.
• Assist in the use of a guest information tracking system for repeat guest recognition and problem resolution.
• Supporting Handling of Human Resource Activities:
• Identify developmental needs of others and coach/mentor to improve knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provide feedback to individuals based on observation of service behaviors.
• Participate in an ongoing employee recognition program.
• Conduct training when appropriate.
• Participate in the employee performance appraisal process.
• Additional Responsibilities:
• Provide information to supervisors, co-workers, and subordinates via telephone, written form, email, or in person.
• Analyze information and evaluate results to solve problems.
• Inform and/or update executives, peers, and subordinates on relevant information in a timely manner.
• Perform all duties at the Front Desk as necessary.
• Understand the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Comply with loss prevention policies and procedures.

Requirements & Tech Stack

• High school diploma or GED.
• Experience in guest services, front desk, or related professional area.
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.

Qualifications

• Ability to lead, influence, and encourage others.
• Ability to make sound financial/business decisions.
• Demonstrated honesty and integrity.
• Ability to serve as a role model.
• Ability to understand employee positions well enough to perform duties in employees' absence.
• Ability to coach, counsel, and encourage employees.
• Ability to handle employee questions and concerns.
• Ability to guide daily shift operations.
• Ability to communicate performance expectations.
• Ability to manage day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Ability to develop specific goals and plans.
• Ability to handle complaints, settle disputes, resolve grievances and conflicts, or negotiate with others.
• Ability to participate in department meetings and communicate clear and consistent messages.
• Ability to strive to improve service performance.
• Ability to supervise staffing levels.
• Ability to train staff on adherence to credit policies and procedures.
• Ability to supervise same-day selling procedures.
• Ability to understand the impact of operations on financial goals.
• Ability to provide services above and beyond for customer satisfaction and retention.
• Ability to improve service by communicating and assisting individuals to understand guest needs.
• Ability to set a positive example for guest relations.
• Ability to empower employees to provide excellent customer service.
• Ability to handle guest problems and complaints.
• Ability to interact with guests to obtain feedback.
• Ability to implement customer recognition/service programs.
• Ability to review comment cards and guest satisfaction results.
• Ability to ensure employees have proper supplies and uniforms.
• Ability to use a guest information tracking system.
• Ability to identify developmental needs of others and coach/mentor.
• Ability to provide guidance and direction to subordinates.
• Ability to provide feedback to individuals.
• Ability to participate in an ongoing employee recognition program.
• Ability to conduct training.
• Ability to participate in the employee performance appraisal process.
• Ability to analyze information and evaluate results to solve problems.
• Ability to inform and/or update others on relevant information.
• Ability to comply with loss prevention policies and procedures.