The Country Inn and Suites Ocean City, located in North Ocean City, is looking to hire a motivated and experienced Front Desk Supervisor. The person hired for this position must have flexibility to work AM and PM shifts, weekdays and weekends, including night audit shifts when needed.

POSITION SUMMARY

The Front Desk Supervisor is critical to the universal success of the Front Desk team. Your primary responsibility will be to oversee the Front Desk guest experience and to ensure exceptional customer service. This position sets the tone for the entire guest experience and impacts the hotel’s branding efforts.

SUMMARY OF RESPONSIBILITIES

• Works side-by-side with front desk associates to ensure efficient guest registration, checkout, telephone service; and ensuring the overall guest experience meets the Marriott Brand Standards and SREE Hotel guidelines
• Works with the hotel GM to achieve and exceed guest satisfaction scores. Address any training or performance deficiencies at the Front Desk immediately
• Responsible for ensuring that the Front Desk is in compliance with all systems, control policies and procedures
• Carry out managerial responsibilities in accordance with the SREE hotel’s policies, procedures.
• Drive team performance within Choice Tools –
• Act as a point of contact for guest feedback and complaints, striving to resolve issues in a timely and satisfactory manner.
• Maximize room revenue and occupancy by reviewing daily financial reports. Analyze rate variance, monitor high balance guest and initiate appropriate action. Maintain continuous observation of the daily house count. Monitor available house inventory / selling status daily
• Review Front desk electronic pass-downs and track guest feedback surveys daily in addition to maximizing usage of the guest response tracking system; respond online within 24 hours of the notification without exception
• Respond to all guest reviews through Medallia and ALL social media platforms within 72 hours.
• Coordinate with other hotel departments, such as housekeeping, maintenance, security, food and beverage and Sales, to ensure seamless guest experiences.
• Ensure all Front Desk staff are meeting the required guest experience standards set by Choice Hotels.
• Ensure required Front Office reports are created and published in a timely manner; and of a quality that can be shared with senior management and corporate officers
• Supervise the training of all Front Desk employees and motivate them to perform their jobs effectively
• Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies
• Develop and maintain open lines of communication within the department and with other departments within the property
• Schedule staff to reflect daily occupancy and make sure the schedule is concurrent with the arrival and departure pattern
• Participate in disciplinary action, coaching and counseling sessions and related personnel issues
• Updates group information. Maintain, monitors, and prepares group operational requirements based on the group’s BEO. Confirms and relays information to appropriate personnel

Job Types: Full-time, Part-time

Pay: From $17.50 per hour

Expected hours: No more than 40 per week

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Front Desk: 1 year (Required)
• Hospitality: 1 year (Preferred)

Ability to Commute:

• Ocean City, MD 21842 (Preferred)

Ability to Relocate:

• Ocean City, MD 21842: Relocate before starting work (Required)

Work Location: In person