AC Hotel Kingston - Front Desk Manager

Kingston, Jamaica

Full Time

Front Office

Experienced

Front Desk Manager

Summary:
The Front Desk Manager is responsible for the overall leadership and performance of the Front Office operations at AC Hotel Kingston, ensuring exceptional guest experience, operational efficiency, and strict adherence to Marriott brand standards—particularly those aligned with the Marriott Bonvoy program.

This role oversees all Front Desk functions, including guest services, reservations interface, loyalty program execution, GXP monitoring, and the AC Store retail outlet. The position plays a critical role in guest satisfaction, revenue optimization, and operational coordination with Housekeeping and other departments.

Duties and Responsibilities:
1. Front Office Operations Leadership

Lead and manage all front desk operations, including:
- Check-in and check-out processes
- Guest services and inquiries
- Billing and Folio Management
Ensure seamless daily operations aligned with occupancy levels and guest flow.
Maintain high standards of professionalism, efficiency, and guest engagement.

2. Marriott Bonvoy Program Execution

Drive enrollment of new Marriott Bonvoy members.
Ensure consistent recognition of Bonvoy members across all tiers:
- Elite recognition
- Benefits delivery (upgrades, amenities, preferences)
Train team members to execute Bonvoy standards with precision.
Monitor performance and compliance with loyalty program requirements, including but not limited to team members' individual enrolment targets, acknowledgement of loyalty, and demonstration of appreciation, etc.

3. GXP (Guest Experience Platform) Management

Monitor and manage all GXP cases, requests, and alerts in real time.
Ensure timely and effective resolution of guest issues and service requests.
Identify trends in guest feedback and implement corrective actions.
Maintain accountability for response times and closure rates.

4. Guest Experience & Service Recovery

Maintain a strong presence in the lobby and front desk area.
Handle escalated guest concerns and ensure effective service recovery.
Drive a culture of proactive guest engagement and personalized service.
Ensure VIP arrivals and special requests are executed flawlessly.

Qualification and Experience Required:

Degree or diploma in Hospitality Management or related field.
3–5 years of experience in Front Office leadership.

A Plus:

Strong knowledge of Marriott systems and brand standards, especially Opera.
Experience with loyalty program execution.
Strong leadership and problem-solving skills.

Specific Skills and Competences Required:

Effective written and verbal communication skills.
Good interpersonal and leadership skills.
Have an ability to demonstrate sound work ethics.
Excellent time and stress management skills.
Analytical and strong problem-solving skills, adhering to standards to maintain the integrity of the financial data.

Specific Knowledge Required:
Proficient in Microsoft Office applications, with advanced knowledge of Microsoft Excel. Working Knowledge of Opera.

Please Note: Only Shortlisted Candidates Will Be Contacted. Thank you for your application!

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Have you acquired a Degree or diploma in Hospitality Management or a related field?*

At least 3–5 years of experience in Front Office leadership?*

Strong knowledge of Marriott systems and brand standards, especially Opera?*

Experience with loyalty program execution?*

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AC Hotel Kingston - Front Desk Manager

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