Front Desk Supervisor

Compensation: $23.00 to $24.85 per hour

JOB OVERVIEW:

The ideal Front Office Supervisor candidate will have 1-2 years previous Front Desk Agent experience, exceptional communication skills, and enjoy working in a fast-paced environment. We are looking for positive, upbeat individuals who can deliver total guest satisfaction

WORK REQUIREMENTS:

• Is a property expert in Marriott systems including Marsha, GXP, Guest Voice, Mobile Guest Services.
• Supervising Front Desk operations to ensure quality processes are being completed
• Supervising Bell/Valet Department to ensure proper operating standards, staffing, front drive control.
• Assists FDM in overall departmental management.
• Responsible for all transportation requests, coordination, and operations
• Responsible for all arrivals, in house servicing, and departures of groups
• Manages Training Standards, SOP implementation.
• Ensuring that special requests are noted and fulfilled
• Communicating with all departments regarding in house VIPs and any special requests/needs
• Supervising agents to up sell and reach goals outlined in the budget
• Interacting with team members in a professional manner, assisting other departments with necessary information
• Main liaison between front desk operations and other departments within the Hotel
• Answering the telephone in a professional manner and assisting guests with any questions, directions, etc.
• Managing and resolving guest complaints and compliments in a professional and courteous manner
• Listening and responding to guest inquiries using a positive, clear speaking voice
• Maintaining an up-to-date working knowledge of all property amenities as well as any special events
• High school degree or equivalent
• Strong computer skills
• Pleasant telephone demeanor
• Opera experience preferred
• Ability to handle stressful situations in a calm, professional manner
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Must have the ability to work a varied schedule that may include evenings, weekends, and holiday

Physical Requirements

• Ability to stand for entire shift
• Ability to type, standing upright for entire shift.
• Heavy work- Exerting up to 100 lbs of force occasionally, and/or 50 lbs of force frequently and/or up to 20 lbs of force constantly to lift, carry, push, pull, or otherwise move objects
• Must arrive to work well groomed, with pristine hygiene, and professional attire

Mental Requirements

• Must be able to convey information and ideas clearly
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must work well in stressful, high-pressure situations
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must be at listening to, understanding, and clarifying issues raised by co-workers and guests
• Must be able to work and understand financial information and data, and basic arithmetic functions
• Must maintain composure and objectivity under pressure
• Note this is only outline of responsibilities and can be changed and updated at any time and without notice at the discretion of the direct supervisor or executive management team

EDUCATION REQUIREMENTS:

• High school diploma
• 1-2 years experience as Front Desk Agent
• Previous customer/guest service experience a plus