**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 Summary** Assist Front Office Manager in managing front office functions and supervising staff on a daily basis. Front office areas include bell staff/porters, 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 Required** * 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 Customer Service and Front Desk Objectives** * Manage day-to-day operations to ensure quality and standards are met and customer expectations are fulfilled each 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 to ensure guest service, operational needs, and financial objectives are met. * Ensure frequent, ongoing communication with employees to build awareness of business goals, communicate expectations, recognize performance, and achieve desired outcomes. * Understand the impact of department operations on the overall financial goals and objectives of the hotel, and take action to meet or exceed them. **Supporting Front Desk Team Management** * Use interpersonal and communication skills to guide, influence, and encourage others; support sound financial/business decisions; demonstrate honesty/integrity; serve as a role model. * 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 day-to-day operations. Be fully aware of employee positions to perform their duties when absent. * Establish and maintain open, collaborative relationships with employees and ensure employees do so 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 exceeding expectations to achieve customer satisfaction and retention. * Improve service quality by communicating and assisting individuals in understanding guest needs and providing guidance, feedback, and personal coaching when needed. * Respond to and resolve guest inquiries and complaints. * Serve as a positive role model for customer relations. * Empower employees to deliver exceptional customer service. * Observe employee service behaviors and provide individual feedback. * Interact with customers to obtain feedback on product quality, service levels, and overall satisfaction. * Ensure employees understand expectations and factors related to customer service. * Interact with guests to gain feedback on product quality and service levels. * Emphasize guest satisfaction during all department meetings and focus on continuous improvement. **Managing Programs 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 reduce bad debt and refunds. * Supervise daily sales procedures to maximize room revenue and control hotel occupancy rates. * Supervise daily shift operations at the front desk and ensure compliance with all policies, standards, and procedures. * Ensure hotel policies are applied fairly and consistently, complete disciplinary procedures and documentation 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, adopt an 'open door' policy, and review employee satisfaction results to identify and resolve employee issues or concerns. * Bring employee satisfaction issues to the attention of the department manager and Human Resources. * Assist as needed in interviewing and hiring team members with appropriate skills. * Support department orientation programs to ensure employees receive proper new hire training to successfully fulfill job responsibilities. * Participate in progressive employee disciplinary procedures. **Additional Responsibilities** * Provide information to supervisors, 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 with relevant information. * Perform all front desk duties when necessary. * Work front desk shifts when required. * Conduct department meetings and continuously communicate clear, consistent messages regarding front desk objectives to achieve desired performance. *Marriott International is committed to being an equal opportunity employer and welcomes everyone to apply for jobs and provides equal employment opportunities. We strive to create a work environment that values and celebrates the unique backgrounds of our employees. The fusion of our employees' cultures, talents, and experiences is our greatest strength. We are committed to non-discrimination based on any protected characteristic, including disability, veteran status, or other characteristics protected by applicable law.* In over one hundred renowned Ritz-Carlton hotels worldwide, every employee strives to create exceptional experiences for guests—lasting, unforgettable moments. Talented professionals from around the globe gather here to thoughtfully deliver precious memories that last a lifetime. We firmly believe that creativity, thoughtful care, and empathy are at the heart of our success. We constantly exceed the requirements of the hospitality industry and set benchmarks for luxury service. We take great pride in offering guests genuine care and comfortable experiences. Your responsibility is to always deliver thoughtful service with grace, practicing The Ritz-Carlton's Gold Standards. The Gold Standards are the foundation of The Ritz-Carlton brand, guiding us toward continual improvement. It is this brand foundation and cultural philosophy that have led The Ritz-Carlton to success and earned its reputation as a leader among global luxury hotel brands. 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 having outstanding colleagues. Joining The Ritz-Carlton means becoming part of Marriott International's extraordinary portfolio of brands. **Launch your journey here**, realize your personal value, **pursue** your life goals, **integrate** into an exceptional international team, and **showcase** your true self.