What are the responsibilities and job description for the Front Desk Supervisor - Trumbull Marriott Shelton position at IH Trumbull MGMT LLC?
About This Job:
As the Front Desk Supervisor at the Trumbull Marriott Shelton, you are the face of our hotel, ensuring every guest has a memorable and seamless experience. You lead a team of front desk agents, oversee daily operations, and resolve guest issues with efficiency and grace. Your role is pivotal in maintaining our reputation for exceptional service and guest satisfaction.
Job Duties and Responsibilities:
- Supervises front desk operations, ensuring smooth check-ins, check-outs, and guest service interactions.
- Leads, mentors, and trains front desk staff to deliver exceptional customer service and adhere to Marriott standards.
- Handles guest complaints and resolves issues promptly and effectively, ensuring guest satisfaction.
- Manages reservations, room assignments, and inventory to maximize occupancy and revenue.
- Ensures accurate cash handling and billing procedures are followed by all front desk staff.
- Maintains a thorough knowledge of hotel services, local attractions, and directions to provide information to guests.
- Collaborates with other departments (housekeeping, maintenance, etc.) to address guest needs and maintain hotel standards.
- Monitors and evaluates team performance, providing feedback and coaching for improvement.
- Implements and enforces hotel policies and procedures to ensure operational efficiency and compliance.
- Operates and troubleshoots Marriott systems (e.g., FOSSE) to manage guest information and hotel operations.
- Participates in the hiring and performance review processes for front desk staff.
- Directs the work of the front desk team, ensuring all tasks are completed efficiently and effectively.
Required Qualifications:
Education:
- High school diploma or equivalent required; Bachelor's degree in hospitality management or related field preferred.
Experience:
- Minimum of 2 years of experience in front desk operations or customer service in a hotel environment.
- Previous supervisory experience required.
Knowledge/Skills:
- Excellent customer service and communication skills.
- Strong leadership and team management abilities.
- Proficiency in using hotel management systems (e.g., FOSSE).
- Ability to handle cash and process payments accurately.
- Strong problem-solving and conflict resolution skills.
- Knowledge of reservations management and yield strategies.
- Ability to train and develop staff.
Preferred Qualifications:
- Experience with Marriott brand standards and procedures.
- Certification in hospitality management.
- Bilingual in English and Spanish.
Physical Requirements/Work Conditions:
- Ability to stand for extended periods.
- Ability to lift and carry up to 25 pounds.
- Ability to work flexible hours, including nights, weekends, and holidays.
- Work is typically performed in a well-lit, climate-controlled environment.
Physical Requirements/Work Conditions:
- Ability to stand for extended periods.
- Ability to lift and carry up to 25 pounds.
- Ability to work flexible hours, including nights, weekends, and holidays.
- Work is typically performed in a well-lit, climate-controlled environment.
As the Front Desk Supervisor at the Trumbull Marriott Shelton, you are the face of our hotel, ensuring every guest has a memorable and seamless experience. You lead a team of front desk agents, oversee daily operations, and resolve guest issues with efficiency and grace. Your role is pivotal in maintaining our reputation for exceptional service and guest satisfaction.