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Assistant Front Office Manager
Marriott Dallas Las Colinas
Dallas/Irving - Las Colinas, TX
Marriott Dallas Las Colinas is seeking an experienced and service-driven Assistant Front Office Manager to support the leadership of our Front Office and Rooms Operations team. This role assists with the daily operation of the front desk, guest services, room inventory, service recovery, associate development, and overall guest satisfaction.
The ideal candidate is a polished hospitality professional who can balance operational execution with team leadership, guest engagement, and Marriott brand standards. This position requires strong judgment, clear communication, and the ability to lead confidently in a fast-paced hotel environment.
Key Responsibilities
* Assist the Front Office Manager with daily front office operations, including arrivals, departures, guest requests, billing concerns, room assignments, and service recovery.
* Provide leadership, coaching, and support to front desk associates, supervisors, and guest service team members.
* Serve as a manager on duty when assigned, responding to guest concerns, operational issues, safety matters, and service opportunities.
* Monitor guest satisfaction, GSS/Guest Voice feedback, Marriott Bonvoy recognition, and Intent to Recommend performance.
* Resolve guest complaints professionally and creatively while protecting the guest experience and the hotel's business interests.
* Support room inventory management, upgrade strategy, oversell situations, group arrivals, VIP arrivals, and special requests.
* Partner with Housekeeping, Engineering, Sales, Accounting, Loss Prevention, Food & Beverage, and other departments to ensure smooth hotel operations.
* Assist with training, onboarding, performance coaching, scheduling support, and associate engagement within the Front Office department.
* Ensure compliance with Marriott brand standards, hotel policies, cash handling procedures, credit card policies, privacy standards, and safety requirements.
* Review shift activity, pass-on communication, operational reports, guest incidents, and follow-up items to ensure accountability and consistency.
* Support service recovery initiatives and help identify trends that impact guest satisfaction and front office performance.
* Maintain a professional leadership presence in the lobby and serve as a visible resource for both guests and associates.
Qualifications
* Previous hotel front office experience required; front office supervisory or management experience strongly preferred.
* Marriott experience and knowledge of Marriott systems preferred.
* Strong leadership, communication, service recovery, and problem-solving skills.
* Ability to manage multiple priorities while maintaining professionalism and composure.
* Strong understanding of guest service standards, room operations, and hotel financial controls.
* Ability to coach, motivate, and hold team members accountable.
* Flexible schedule required, including evenings, weekends, holidays, and manager-on-duty shifts.
* Professional appearance and demeanor required.
* Ability to stand for extended periods and assist with front office operations as needed.
Ideal Candidate
The successful candidate will be a hands-on leader who understands both the guest-facing and operational sides of the Front Office. They should be comfortable making decisions, supporting associates, resolving guest concerns, and driving service excellence. This role is ideal for someone ready to grow into a Front Office Manager or broader Rooms Operations leadership position.
Benefits
Competitive pay, Health and Dental Insurance, company-paid Life Insurance, Short-Term and Long-Term Disability, Vision, 401(k) with company match, Paid Time Off (PTO), free hotel rooms, and hotel discounts.
EOE
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