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Rooms Division Manager - Four Points by Sheraton Ikot Ekpene

Marriott International, Inc. • Akwa Ibom
Posted: 20 October 2026Deadline: 3 November 2026
Full-timeAudit & ComplianceHealthcareSouth SouthAkwa Ibom

📋 Requirements

  • •Education and Experience:

📝 Description

  • •Job Summary
  • •Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis.
  • •Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.
  • •Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.
  • •Ensures guest and employee satisfaction and maximizes the financial performance of the department.
  • •Candidate Profile
  • •Education and Experience:
  • •High school diploma or GED; 2 years experience in the guest services, 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 Services and Front Desk Goals:
  • •Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • •Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • •Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • •Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • •Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
  • •Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
  • •Supporting Management of Front Desk Team:
  • •Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • •Encourages and building mutual trust, respect, and cooperation among team members.
  • •Serving as a role model to demonstrate appropriate behaviors.
  • •Supervises and manages employees.
  • •Manages all day-to-day operations.
  • •Understands employee positions well enough to perform duties in employees' absence.
  • •Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • •Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
  • •Ensuring Exceptional Customer Service:
  • •Provides services that are above and beyond for customer satisfaction and retention.
  • •Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • •Responds to and handles guest problems and complaints.
  • •Sets a positive example for guest relations.
  • •Empowers employees to provide excellent customer service.
  • •Observes service behaviors of employees and provides feedback to individuals.
  • •Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
  • •Ensures employees understand customer service expectations and parameters.
  • •Interacts with guests to obtain feedback on product quality and service levels.
  • •Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  • •Managing Projects and Policies:
  • •Implements the customer recognition/service program, communicating and ensuring the process.
  • •Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
  • •Supervises same day selling procedures to maximize room revenue and control property occupancy.
  • •Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
  • •Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures SOPs and LSOPs and support the Peer Review Process.
  • •Supporting Human Resource Activities:
  • •Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • •Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
  • •Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
  • •Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
  • •Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
  • •Participates in employee progressive discipline procedures.
  • •Additional Responsibilities:
  • •Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • •Analyzes information and evaluating results to choose the best solution and solve problems.
  • •Informs and/or updates the exe