THE HOURLY RATE FOR THIS POSITION IS $25

Located in the Heart of Silicon Valley Delta Hotels by Marriott Santa Clara Silicon Valley is perfectly located right off the 101 freeway, and just a few minutes from Intel’s world headquarters, other leading high-tech businesses, the Santa Clara Convention Center, Great American theme park and Levi's Stadium - Home of the San Francisco 49ers NFL team!

Delta Hotels by Marriott Santa Clara Silicon Valley creates a seamless full-service hotel experience that has been thoughtfully designed with the essential needs of frequent traveler in mind. Guests benefit from services and amenities that provide smart value including fast free Wi-Fi and complementary bottled water each day. By focusing on the details that truly matter, we can make them perfect- welcome to Simple, Made Perfect- Delta Hotel by Marriott.

The Hotel Front Desk Supervisor will be responsible for overseeing and coordinating daily operations of the front desk department; ensures maximum guest satisfaction. This position will serve as our guests’ first point of contact and will be located at the hub of the hotel with the most interaction with guests. Your responsibilities will be to manage all aspects of our guests’ experience to include checking-in and out our guests, managing reservations and providing information about rooms, rates and amenities. Your role is key to the overall experience of our guests, and your goal is to help create a pleasant and memorable stay with flawless service and interactions. This position will report to the Front Office Manager.

Duties and Responsibilities

• Organizes, directs, and monitors daily activities of front desk team.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities will include assisting in interviews, training employees, addressing complaints and resolving problems.
• Greet and welcome guests in a friendly manner.
• Provide information about our hotel, available rooms, rates and amenities.
• Manage online and phone reservations
• Respond to guest needs, special requests, and resolve complaints in a timely and professional manner; alert the appropriate management team as needed.
• Ensures efficient, friendly, and professional guest registration, check-out, and telephone service; observes front desk agents to ensure that established procedures are followed.
• Establishes procedures, prepares and coordinates schedules, and expedites workflow.
• Assists with hiring, training, motivating, and rewarding front desk agents.
• Reviews current day’s expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered, blocked properly, and other departments are notified of room assignments.
• Reviews the daily room availability and informs all appropriate staff.
• Reviews status of departures on a daily basis; relays all pertinent information to front desk agents and other appropriate staff.
• Ensures all necessary reports and forms are completed daily.
• Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel.
• Ensures that guests’ needs are fulfilled, and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
• Monitors and maintains front desk area.
• Possesses and maintains thorough knowledge of hotel services, facilities, policies, and room rates and area’s attractions.
• Answer all calls and inquiries related to guests.
• Work with our housekeeping and maintenance staff to ensure all rooms are clean, tidy and fully furnished and operational to accommodate guests’ needs.
• Handle all reservation requests, any potential bookings, and arrange personalized services for VIP guests and event attendees.
• Responsible for daily reservations count for arrivals and departures.
• Block reservations based on guest request and availability.
• Upsell rooms, services and amenities when appropriate.
• Participate in departmental projects (e.g. deep cleaning, inventory, ordering of supplies).
• Assist other departments when and where needed.
• Comply with appropriate personal hygiene and appearance, and uniforms are neat, clean and professional.
• Complete and adhere to all required brand training, quality standards, service mandates.
• Comply with all brand audits and guest satisfaction benchmark.
• Observe and comply with relevant health, safety, security, sanitation and cleanliness standards, regulations and quality controls as well as COVID-19 protocols.
• Respond to all hotel emergencies.
• Perform pre-and post-shift duties and any other reasonable job duties as requested by management.

Knowledge, Skills and Abilities

• Flexibility and availability to work various shifts and schedules, to include Morning, Mid, Evenings, Night Audit (as needed), weekends and holidays.
• Proficiency in using computers, Microsoft Office, Lightspeed and other systems and equipment typically used at the front desk preferred.
• Training and/or experience in front desk, Receptionist or similar role, preferably in a hotel setting.
• Previous hospitality industry experience a plus - One to two years related experience or equivalent.
• Demonstrated proficiency in supervising and motivating Associates.
• Basic understanding in Front Desk Agent's duties and tasks.
• Good judgement with the ability to make timely and sound decisions.
• Commitment to excellence and high standards.
• Excellent written and oral communication skills.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Excellent customer service skills.
• Ability to understand and follow written and verbal instructions.
• Professional appearance and demeanor.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Familiarity with directions and various services and activities in the local area.
• Understanding of how travel planning websites operate, like Booking and TripAdvisor.
• Deliver guest amenities to guest rooms as needed.
• Engaging, caring and have a high sense of responsibility.
• Willing to take initiative and work independently with minimum supervision and directions.
• Results driven focus and ability to work through to completion in a timely manner.
• Anticipate guest needs, respond promptly, and acknowledge guests regardless of how busy and whatever time of day.
• Address and resolve guest complaints and ensure guest satisfaction.
• Document all guest requests, concerns and communicate information to responsible staff or management for proper handling.
• Strong problem-solving and decision-making skills; patient.
• Punctual and Reliable
• Thrives in creating an inclusive workplace where everyone is respected.
• Maintain a safe facility and use safety first practices to remain accident-free.
• Perform all job duties safely and report any maintenance problems, safety hazards, accidents or injuries to the Chief Engineer and other members of management.
• Ensure privacy, confidentiality and security of guest information, proprietary company information, correspondence reports and files, and hotel assets are protected.
• Perform other duties as assigned by members of management.

Why Work with Us?

We offer competitive pay and benefits such as health insurance, 401k Savings Plan, vacation and sick time off. Other perks include employee Marriott hotel room rate discounts where available. Be challenged and rewarded for the work you do. Come and explore the world of hospitality, meet people from all over the world, and enjoy the adventure in all your travels!

Delta Hotel by Marriott Santa Clara-Silicon Valley 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.

Job Type: Full-time

Pay: $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Free parking
• Health insurance
• Paid time off
• Vision insurance

Work setting:

• In-person

Work Location: In person