Front Desk Supervisor

ESSENTIAL JOB FUNCTIONS 

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. Must be able to work AM/PM shifts, weekends, and holidays. 

•    Greets guests immediately with a friendly and sincere welcome.  Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.

•    Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rates. Make an appropriate selection of rooms based on guest needs.  Code electronic keys.  Nonverbally confirm the room number and rate.  Provide welcome folders containing room keys, certificates, and coupons as appropriate.  Closeout guest accounts at the time of check out.  In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowance.  Requires standing and continual mobility throughout the front office area.

•    Promptly answer the telephone using a positive and clear English language.  Input messages into the computer.  Retrieve messages and communicate the content to the guest.  Retrieve mail, small packages, and facsimiles for customers as requested.

•    Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required.  Anticipate the flow of arrivals and take necessary steps to ensure smooth check-in/out.

•    Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of the hotel.  Ensure compliance with all brand standards.  Coordinate and track successful completion of training on the PMS system.

•    Monitor and track the time and attendance of associates.  Reinforce attendance policy with staff; recommend progressive discipline procedures for associates who are not in compliance with the standard. 

•    Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure a consistent quality work environment.  

•    Assists other Front Desk Personnel when need.

•    Perform any related duties as requested by management.

KNOWLEDGE, SKILLS & ABILITIES

•    Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.

•    Two years combined prior front desk and supervisor experience.

Benefits:

• Health Insurance – Medical, Dental, Vision, HSA, FSA
• 401K
• 401K Matching
• Holiday Pay
• Vacation Pay
• Sick Pay
• Birthday Holiday Pay
• Uniforms provided
• Associate meals provided
• Marriott Discount Rate at all Marriott properties world wide

Schedule:

• Weekend/Holiday Availability Required