Front Desk Supervisor (Guest Services)

Front Desk Supervisor (Guest Services) 2300 Ship Mechanic Row Street, Galveston, TX 77550 $19

• $20 an hour
• Full-time $19
• $20 an hour
• Full-time The Tremont House Galveston, a Tribute Portfolio Hotel by Marriott, has just finished a top to bottom transformation and has joined the Tribute brand under Marriott, a family of independent hotels each with their own character.

Join our exciting downtown historic boutique hotel and award-winning team! We take pride in offering thoughtfully local amenities such as our modern historic sleeping rooms while delivering an elevated stay experience to our guests. The Tremont House, a lifestyle boutique hotel, is all about curating unique local experiences with a warm and welcoming feel. If you enjoy a fast-paced environment, untypical workdays, and creating memorable experiences while cultivating a clean & detailed guest impression, this job is right for you! Located in the heart of Galveston's Strand District, The Tremont House is the foundation of the neighborhood, inspired and influenced by its local surroundings. Guests of the property can expect a strong sense of place, defined by urban activity and authentic materials inspired by the history and creative culture of Galveston. Located at 2300 Mechanic Street, the hotel offers 135 rooms including 27 suites, an intimate atrium style lobby and a relaxed, open-air rooftop sanctuary that showcases the best views in town. Amenities also include our historic Toujouse Bar, Blum & Co. restaurant, fully equipped fitness center, and Galveston's only Rooftop bar. The Tremont has just finished a top to bottom transformation and has joined the Tribute Portfolio by Marriott, a collection of independent boutique hotels. Who we want We are seeking an energetic and well-organized guest services supervisor guru to provide our guests with a first-class southern hospitality driven clean guest room experience. As a Front Office Supervisor, you will work closely with the Front Office Manager and the Hotel operations team to exceed our guest's expectations. Your duties will include controlling the quality of arrival experience and supporting the Welcome Team. Role and Responsibilities A Front Office Supervisor is primarily responsible for meeting and maintaining guest satisfaction by creating remarkable and effortless experiences from the moment the guest arrives at the Welcome Desk area, providing a memorable and distinctive experience that will not be forgotten or mistaken. Provide leadership and empowering the Welcome Desk TEAM to strive for excellence and repeat business.

• Ensure exceptional customer service by setting a positive example and provides our guests with the best in service, courtesy, and care by responding promptly to guest requests, concerns, and complaints to ensure overall satisfaction.
• Ensure guest satisfaction includes the prompt return of lost or items accidentally left behind in our hotels; therefore, overseeing the hotel's Lost & Found procedures is critical.
• Assist with reviewing and sharing guest comments and scorecard results with associates to celebrate achievements.
• Fosters strong working relationships within the Welcome Desk and, equally important, with other departments by communicating effectively, both verbally and in writing to provide clear direction, assigning and instructing associates in work details. Share any relevant information with corresponding departments to ensure a successful outcome daily.
• Assist with leading and managing all aspects of the Welcome Team and activities to accommodate guests and maximize revenue. Conducts daily pre-shift/monthly meetings, uses an effective monitoring/inspection program of Welcome Services and rooms, ensure the application of company policy, procedures, and service standards in coordination with the Welcome Office Manager.
• Your passion for service will be reflected by how you provide a smooth and carefree check-in and check-out for our guests while providing helpful information regarding guest room and hotel amenities, outlet hours, directions, promotions, or specials in the hotel's restaurant(s) and bar(s) and local attractions.

o Promptly complete the registration process via the guest room computer system and retrieve pertinent guest information such as guest rewards program member number, identification, number of guests, payment method, and incidental deposits. o Quickly verify and imprint credit card authorization. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler checks, and other forms of payment

• post charges to guest rooms and house accounts.

o Confirm room rate, provide welcome folders, and room keys, non-verbally confirm guest room number(s), certificates, safe deposit box information, coupons, and refreshment center keys as appropriate. Close out guest accounts at the time of check-out. Authorize revenue allowances for make it right situations. Prepare daily forecast of expected arrivals and departures. o Promptly answer Guest Services telephone, make notations in guest room computer system of messages or requests, delivery messages, packages, and facsimiles as requested. Communicate special requests or requests for assistance to the appropriate department. o Train new associates in the procedures and techniques of Guest Services. Training includes detailed instruction on service standards, sales techniques, guest room computer system, and telephone etiquette. o Assist with meeting Associate satisfaction by ensuring accurate payroll records. Daily review of time and attendance records is essential. o Improves service performance by observing Guest Services associates and making recommendations to the management team of any non-adherence to company standards, policies, and procedures. o Maintain workplace safety and corporate compliance by taking proactive measures, enforcing Hotel safety standards. o Ensure proper cleanliness, use, repair of all Guest Services equipment and closet/storage areas, controls inventories of room keys, welcome folder, writing utensils, and other supplies, advise the management promptly of supply levels. Immediately reports system failures, non-functioning telephone, and computer equipment, etc., to the appropriate department. o As assigned, assist with reviewing current standards such as those affecting amenity setups to ensure the hotel is in compliance.

• Provide instruction and guidance for guest's and associate's safety in fire or other emergencies.
• Report all suspicious persons or activities, hazardous conditions, etc., to Safety/Security Department.
• Other duties as assigned.

Specific Job Knowledge and Skills:

The individual must possess the following knowledge, skills, and abilities and explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to obtain any government required licenses or certificates.
• Basic mathematical skills to operate and prepare moderately complex calculations for financial reporting and input and access information via a moderately complex system to meet deadlines, complete necessary reports, and understand information from the hotel, regional or corporate offices.

~Analytical ability sufficient to assess reservations and make relevant decisions regarding room availability or guest resolution situations, use of sound judgment. ~Ability to stand, walk and work at times in confined spaces throughout the shift in full sight of guests. Physical Demands /

Work Environment:

The physical demands and work environment characteristics described here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions:

Physical Demands:

Exerting up to 10 pounds of force occasionally (occasionally: activity or condition exists up to 1/3 of the time), and a negligible amount of force frequently (

Frequently:

activity or condition exists from 1/3 to 2/3 of the time), to lift, carry, push, or pull, or otherwise move objects, including the human body. Some sedentary office work to complete reports and other computer-related projects. As business demands , ability to perform under the physical and environmental demands as the positions reporting to the Welcome Office Manager, see respective job descriptions.

Environmental Conditions:

Inside:

Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside.

Other Expectations:

• Due to the seasonal nature of the hospitality industry, associates may be required to work varying schedules to reflect the hotel's business needs.

This includes nights, weekends, and/or holidays. Regular attendance in conformance with the standards is essential to the successful performance of this position. Irregular attendance may be subject to disciplinary action up to and including severing employment.

• To ensure a safe and healthy working environment, all associates are required to comply with health and safety standards, regulations, and procedures and take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties; training will be provided.

Qualifications:

• High school diploma or GED preferred; 2-years' combined experience in guest services and supervisory experience in hotels or related professional area preferred, or
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major, 1-year experience in guest services management in hotels or related professional area.
• Valid, current driver's license. Tuberculosis clearance certification (CA) required.
• CPR Certification, Frist Aide training, and AED Certification preferred.
• Given that our guests visit our hotels from all regions of the world, additional/multilingual ability is preferred to provide a personalized experience to our guests.

The Tremont House/Galveston is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplements are available using the following links: EEOC is the Law Poster (https://www1.eeoc.gov/employers/poster.cfm) and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement (https://www.dol.gov/ofccp/pdf/pay-transp\_formattedESQA508c.pdf)

Job Type:

Full-time Pay:

$19.00

• $20.

00 per hour

Benefits:

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

Experience:

Hotel Experience:

4 years (Preferred)

Front Desk:

4 years (Preferred)

Work Location:

In person