**Additional Information** **Job Number**25170077 **Job Category**Rooms \& Guest Services Operations **Location**The Ritz\-Carlton Tenerife Abama, Calle Maria Zambrano 2, Tenerife, Tenerife, Spain, 38687 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **Position Overview** Assist the Front Office Manager in managing front office functions and supervising staff on a daily basis. The front office area includes bell staff/door attendants, switchboard, and guest services/front desk. Guide and work with managers and employees to implement procedures that ensure efficient check-in and check-out processes. Ensure guest and employee satisfaction and maximize departmental financial performance. **Candidate Profile** **Education and Experience Requirements** * High school diploma or GED; 2 years of experience in guest service, 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; no work experience required. **Core Work Activities** **Maintaining Guest Service and Front Desk Objectives** * Manage day-to-day operations to ensure quality and standards are met and customer expectations are fulfilled every day. * Develop specific goals and plans to prioritize, organize, and accomplish work. * Handle complaints, resolve disputes, address dissatisfaction and conflicts, or negotiate with others. * Supervise staffing levels to ensure guest service, operational needs, and financial goals are met. * Ensure regular and ongoing communication with employees to build awareness of business objectives, convey expectations, recognize performance, and achieve desired outcomes. * Understand the impact of departmental operations on the hotel's overall financial goals and objectives, and take action to meet or exceed them. **Supporting Front Desk Team Management** * Use interpersonal and communication skills to guide, influence, and encourage others; advocate sound financial/business decisions; demonstrate honesty/integrity; lead by example. * Encourage and build mutual trust, respect, and cooperation among team members. * Set a positive example by demonstrating appropriate behaviors. * Supervise and manage employees. Manage all daily operations. Be fully knowledgeable of employee positions to perform duties during absences. * Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team. * Supervise all areas of the front office in the absence of the Front Office Manager or Assistant Front Office Manager. **Ensuring Outstanding Customer Service** * Deliver service that exceeds expectations to achieve customer satisfaction and retention. * Improve service quality by communicating and helping individuals understand guest needs, and providing guidance, feedback, and personal coaching when needed. * Respond to and resolve guest inquiries and complaints. * Set a positive example for customer relations. * Empower employees to deliver exceptional customer service. * Observe employee service behaviors and provide feedback to individuals and/or managers. * Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction. * Ensure employees understand expectations and factors related to customer service. * Engage with guests and gather feedback on product quality and service levels. * Emphasize guest satisfaction during all department meetings and focus on continuous improvement. **Managing Projects and Policies** * Implement guest recognition/service programs, communicate, and ensure adherence to the process. * Train employees and supervise compliance with all credit policies and procedures to minimize bad debt and refunds. * Supervise daily sales procedures to maximize room revenue and control hotel occupancy rates. * Supervise daily front desk shift operations and ensure compliance with all policies, standards, and procedures. * Ensure hotel policies are enforced fairly and consistently, disciplinary procedures and documentation are completed according to standards and local operating procedures (SOP and LSOP), and support peer review processes. **Supporting Human Resources Activities** * Support the development needs of others and coach, mentor, or otherwise help others enhance their knowledge or skills. * Solicit employee feedback, maintain an 'open door' policy, and review employee satisfaction results to identify and address employee issues or concerns. * Bring employee satisfaction issues to the attention of the department manager and human resources. * Assist as needed with interviewing and hiring team members with appropriate skill sets. * Support department onboarding programs to ensure employees receive proper new hire training to successfully perform job responsibilities. * Participate in progressive employee disciplinary procedures. **Additional Responsibilities** * Provide information to managers, colleagues, and subordinates using telephone, written, email, or in-person methods. * Analyze information and evaluate results to choose the best solution and solve problems. * Timely inform and/or update executives, colleagues, and subordinates on relevant information. * Perform all front desk duties when necessary. * Work front desk shifts when required. * Conduct departmental meetings and continuously communicate clear, consistent messages regarding front desk objectives to achieve desired performance. *Marriott International is committed to providing equal employment opportunities and welcomes and offers employment to all qualified individuals. We actively foster an inclusive environment that respects and celebrates the unique backgrounds of each employee. Our greatest strength lies in the rich blend of cultures, talents, and experiences of our workforce. We are committed to zero discrimination on any legally protected basis, including disability, veteran status, or other circumstances protected by applicable law.* In more than a hundred renowned Ritz\-Carlton hotels worldwide, every employee strives to create extraordinary experiences for guests—lasting, memorable, and timeless. Talented professionals from around the globe come together to thoughtfully craft precious moments that guests will cherish for a lifetime. We believe creativity, genuine care, and empathy are at the heart of our success. We constantly exceed the expectations of the hospitality industry, setting benchmarks for luxury service, and take pride in delivering sincere care and comfortable experiences for our guests. Your responsibility is to always deliver thoughtful service with grace, upholding the Ritz\-Carlton Gold Standards. The Gold Standards are the foundation of the Ritz\-Carlton brand, guiding us step by step toward excellence. It is this brand foundation and culture that have led Ritz\-Carlton to success and earned its reputation as a leader among luxury hotel brands worldwide. Join the Ritz\-Carlton team, learn our employee commitments, credo, and service principles, practice the Gold Standards, and refine your skills. We promise that every employee will be proud of choosing this career and working alongside outstanding colleagues. Joining Ritz\-Carlton means becoming part of Marriott International's exceptional portfolio of brands. Launch your journey from here, realize your personal value, pursue your life goals, join an outstanding international team, and express your true self.