Front Desk Supervisor

POSITION SUMMARY

The Front Desk Supervisor plays a crucial role in ensuring exceptional guest experiences and smooth operations at the hotel's front desk. This position requires strong leadership skills, impeccable organizational abilities, and an unwavering commitment to upholding the Marriott brand standards. As a Front Desk Supervisor, you will oversee the front desk team, provide guidance, and support, and ensure that guests receive outstanding service throughout their stay.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS:

• Serve as a role model for providing exceptional guest service, always demonstrating a professional and friendly demeanor.

• Supervise and motivate the front desk team, providing guidance, training, and ongoing support to enhance their performance.

• Monitor room availability and rates, maximize occupancy, and implement effective strategies to optimize revenue.

• Maintain high standards of cleanliness, orderliness, and appearance at the front desk area.

• Obtain or confirm guest information, assign rooms, activate, and distribute keys, etc.

• Collect the guest’s payment using either credit/debits cards, cash or checking account information for rooms at the end of each stay and ask for a room deposit when necessary .

• Answer phones and direct calls to appropriate personnel .

• Check and send emails .

• Make and confirm reservations .

• Inform guests of hotel amenities and offerings .

• Be informed and up to date on all types of room accommodation and availability .

• Communicate with housekeeping, room service and security staff as necessary .

• Provide local information on restaurants, special sites, activities, etc.

• Resolve customer complaints and problems calmly and effectively .

• Notify management of any serious issues that you cannot resolve .

• Take and deliver messages for guests .

• Perform various clerical tasks as needed (sorting mail, paper filing, etc.) .

• Coordinate solutions quickly when guests experience problems in their room by working with housekeeping and/or service staff.

• Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest .

• Serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.

• Report accidents, injuries, and unsafe work conditions to manager.

• Order office supplies for the Front Office .

• Ensure associates checklists are completed before end of shift .

• Ensure managers checklist is completed before end of shift .

• Keep an eye on the house count to ensure all rooms are ready for arrivals .

• Perform other reasonable job duties as requested by Supervisors/Managers.

• Close associates accounts at the end of each shift by counting the drawer .

• Run financial activity reports.

POSITION QUALIFICATIONS

Competency Statement(s)

• Accountability - Ability to accept responsibility and account for his/her actions.

• Energetic - Ability to work at a sustained pace and produce quality work.

• Loyal - The trait of feeling a duty to the employer.

• Reliability - The trait of being dependable and trustworthy.

• Detail Oriented - Ability to pay attention to the minute details of a project or task.

• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

SKILLS & ABILITIES

• High school diploma or equivalent.

• Two or more years of experience in customer service and/or hospitality industry preferred

• Ability to stand for extended periods of time to meet the demands of a fast-paced environment.

• Exceptional customer service skills with a genuine passion for providing outstanding experiences to guests.

• Excellent problem-solving skills, able to think on your feet and handle difficult situations with tact and professionalism.

• Proficiency in hotel property management systems (PMS) and other relevant software applications.

• Strong attention to detail, organization, and time management skills.

• Exemplary phone demeanor characterized by professionalism, clear and articulate communication, and a friendly and courteous attitude, ensuring exceptional customer service during all telephone interactions .

• Ability to work independently and responsibly, demonstrating good judgment and decision-making skills.

• Flexibility to work overnight shifts, weekends, and holidays as required.

Other Requirements

Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Stand, sit, or walk for an extended period of time . Perform other reasonable job duties as requested by Supervisors.