Front Office Supervisor

Job description

Major Functions:

This position is responsible for supervising all front desk operations; assisting guests upon check-in/out, processing reservations in a friendly, professional and timely manner, while following Marriott high standards of quality to ensure guest satisfaction. Effective supervision of assigned staff to ensure guest satisfaction, positive employee relations and achievement of overall financial results.

Essential Functions:

• Accountable for guest satisfaction by ensuring service standards are met and guests' needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
• Works side by side with staff to train and model appropriate guest service standards.
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
• Anticipates and responds to guests in a friendly and positive manner.
• Process check-ins and check-outs, verify billing, create reservations, and process special requests.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Responsible for coaching, and development of front office associates.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.
• Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.
• Utilizes available resources and adheres to Marriott training policies.
• Promotes collaboration and positive, professional work environment.
• Monitors room availability, follows restrictions, and all booking policies and procedures.
• Drives sales and maximizes revenue by up-selling rooms and amenities.
• Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
• Must have high attention to detail, good communication skills and leadership ability.
• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving.
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines
• Ensures a clean and safe work environment, and follows all Marriott procedures for guest/employee incidents.

Preferred Skills:

High school diploma or equivalent, working knowledge of FSPMS or PMS, MARSHA, GXP, Microsoft Office or G-Suite. Strong verbal and written communication skills. Previous hotel front desk experience. Systems knowledge is preferred but not required. Training is available upon hiring.

Job Type:

Full-time Benefits:

401(k) Dental insurance Employee discount Health insurance Paid time off Vision insurance

Experience:

Hotel experience: 1 year (Required)

Work Location:

In person