Front Office/Retreats Manager - JW Marriott Venice Resort & Spa 2025

JOB SUMMARY

The Retreats area is the most iconic and luxury rooms area at JW Marriott Venice, with private villas and suites. The Retreats Manager reports to the Director of Rooms and is in charge of the execution of all operations in the Retreats rooms area and manages Front Office Retreats staff.

Strives to continually improve guest and employee satisfaction. Monitors compliance with standards and procedures.

Responsible for the management of all aspects of Guest Service functions in accordance with hotel standards. Directs, implements and maintains guest service and management philosophy that serves as a guide to respective staff.

Responsible for developing and maintaining the acknowledgment and service of all Retreats guests.

Ensures all departments are aware of all Retreats guests' needs and information prior to arrival that will lead to a unique, memorable and personal stay.

Education and Experience

1. High school diploma; 3 years' experience in guest services, front desk, or related professional area.
2. OR
3. 2-year degree from an accredited university in Hotel Management, Hospitality or related major and 1 year manager experience in guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Leading Room Operations Team

1. Manages the execution of all operations in the Retreats rooms area and manages staff.
2. Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
3. Understands employee and guest satisfaction results and develops action plans to address needed areas and expand on strengths.
4. Verifies that the team has the capabilities to meet expectations.
5. Leads by example demonstrating self-confidence, energy and enthusiasm.
6. Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.
7. Manages day-to-day operations services verifying that Quality and Housekeeping Standards exceed the expectations of guests on a daily basis. This includes all pre-arrival activities, Front Desk operations, and Butler staff in order to provide a seamless butler program for guests.
8. Develops specific goals for the Retreats area and plans to prioritize, organize, and accomplish work.
9. Establishes an effective database to be used by all team members for restaurant and local attractions.
10. Provides recommendations and arranges services for guests as requested also with the assistance of other departments.
11. Maintains awareness of cultural differences needed to meet guests' specific needs and requirements.
12. Provides check-in and check-out services and handles reservations when needed.
13. Inspects VIP guests' rooms and coordinates any intervention in order to ensure guest comfort.
14. Maintains knowledge of rooms and their locations, services and facilities of the hotel.
15. Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
16. Responds to emergency situations using appropriate procedures.
17. Maintains awareness of daily operations and events at the hotel.
18. Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements.
19. Completes and communicates employee schedules.
20. Provides warm welcome and anticipation of guest needs throughout their stay.
21. Inspects grooming and attire of staff and makes recommendations for immediate rectification.

Providing Exceptional Customer Service

1. Provides excellent customer service by being readily available/approachable for all guests.
2. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
3. Takes proactive approaches when dealing with guest concerns.
4. Extends professionalism and courtesy to guests at all times.
5. Responds timely to customer service department requests.
6. Verifies all team members meet or exceed all hospitality requirements.

Additional Responsibilities

1. Provides information to other managers, supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
2. Analyzes information and evaluates results to choose the best solution and solve problems.
3. Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner.
4. Participates in departmental meetings.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.