Front Desk Supervisor

Job Description

Job Description

About the Job:

JOB TITLE: Front Office Supervisor

REPORTS TO: Director of Front Office

Basic purpose:
Supervise the Front Office staff, including Front Desk Supervisors, Bell Staff, and Guest Response department in the daily shift operations. Aid in the administration of the Front Office department to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting and exceeding financial goals. This position can be schedule in AM, PM, Weekdays and on the weekends.

Organization scope:
Position is responsible for the short-term planning and day-to-day operations of the Front Office Department. Recommends procedural changes. Aids in the administration of the Front Desk, Guest Response, Bell Stand, Valet and Transportation.

Knowledge and Skills:

Education: Two to four year college degree or equivalent education/related experience.

Experience: One to two years of full-time employment in a related position with Marriott or other Hotel companies. Having Marriott experience is preferred!

Skills and abilities:

• Requires knowledge of discipline-specific policies, procedures and services and general knowledge of other departments in the hotel.
• Requires supervision/management skills.
• Ability to achieve positive guest relations and maximize guest satisfaction.
• Ability to communicate in English. Second language desirable.
• Ability to handle cash and credit transactions.
• Ability to enforce all company rules and SOPs.

Essential functions:

• Supervise the shift operations in the Front Office and liaise with sales, reservations, accounting, and the operations departments to ensure smooth operations and achievement of an optimal level of quality service and hospitality.
• Supervise the Front Office employees, empower, coach and counsel, resolve problems, provide open communications and recommend discipline as appropriate.
• Aid in the implementation and administration of company programs. Ensure compliance with SOP's to ensure an optimal level of guest and associate satisfaction.
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Ensure adequate supplies, monitor and maintain the Front Office systems and equipment to ensure their optimum performance.

Non-essential functions:

• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
• Maintain good working relationships and open lines of communication with all other departments.
• Perform the Manager on Duty/Lobby Ambassador functions as assigned.

Hours required: Full Time position.