Job Summary

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Front Desk Supervisor takes the initiative to deliver a wide range of services that guide guests through their entire stay. Their role goes beyond the traditional front desk to take ownership of the guest experience in the main areas of the hotel with a “guest first” mindset. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, delivering quality meals, or sharing the highlights of the local area, the Front Desk Supervisor makes transactions feel like part of the experience.

Responsibilities

• Process all guest check-ins, verifying guest identity, the form of payment, assigning room, and activating/issuing room key.
• Set up accurate accounts for each guest according to their requirements.
• Enter Marriott Rewards information.
• Ensure rates match market codes and document exceptions.
• Secure payment prior to issuing room key, and verify/adjust billing.
• Compile and review daily reports/logs/contingency lists.
• Complete cashier and closing reports.
• Supply guests with directions and property information.
• Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met.
• Follow up with guests regarding satisfaction with guest-related issues.
• Coordinate with Housekeeping to track the readiness of rooms for check-in.
• Anticipate and address guests service needs.
• Answer telephones using appropriate etiquette.
• Assist management in training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.
• Report accidents, injuries, and unsafe work conditions to the manager.
• Complete safety training and certifications.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
• Maintain the confidentiality of proprietary information.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely.
• Develop and maintain positive working relationships with others.
• Ensure adherence to quality expectations and standards.
• Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals
• Assign and instruct FD agents in details of work
• Observes performance and encourages improvement
• Make appropriate selection of rooms based on guest needs
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates

Requirements

• US Work Authorization
• High school diploma or GED or equivalent in years of customer service experience.
• Flexibility to work a variety of schedules and/or extended hours if needed.
• Great communication, interpersonal and customer services skills.
• Working knowledge of basic computer and software systems.
• Front Desk Supervisor will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance).

Additional Information

Equal Opportunity Employment

It is the policy of the hotel to be fair in all of its relations with its associates and applicants for employment, and to make all employment related decisions without regard to race, color, religion, sex, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, genetic information, marital status, pregnancy, HIV/AIDS status, sickle cell trait/testing, or DNA analysis, amnesty or status as a covered veteran in accordance with applicable state, federal, and local laws.

This policy applies to recruitment, hiring, training, promotion, transfer and all other personnel actions and conditions of employment such as compensation, benefits, layoffs, and reinstatements, leaves of absence, disciplinary measures, and termination. Decisions regarding employment and promotion will be based solely upon valid job-related factors.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.