Talent.com
Front Desk Supervisor

Front Desk Supervisor

Ascent HospitalityMontgomery, AL
job_description.job_card.30_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

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.
  • Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
  • Assist with interviewing, hiring, coaching, and development of front office associates.
  • Evaluates staff performance and coaches to ensure standards are met.
  • Works in conjunction with manager to deliver discipline / corrective action and make termination decisions.
  • Motivates staff by setting goals, providing ongoing feedback, and rewarding / recognizing employees.
  • Ensures all required training for department employees is completed and training records are maintained.
  • 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.
  • Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
  • Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.
  • 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.
  • Attends all daily, weekly and / or monthly department / hotel meetings to ensure proper communication / planning occurs.
  • 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 Adheres to all Marriott Standard Operating Procedures.
  • Conduct routine inspections of front desk operations to maintain standards per Marriott, local, state and federal regulations.
  • Ensures a clean and safe work environment, and follows all Hotel Brand procedures for guest / employee incidents.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES :

  • Must have one (1) or more years’ prior guest service experience, preferably in hospitality.
  • Must have basic computer knowledge and excellent written and verbal skills needed.
  • Must have excellent communication and organizational skills.
  • Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments.
  • Must be familiar with operation of office equipment such as : copier, printer, facsimile machine, telephone etc.
  • Must have the ability to apply commonsense understanding to carry out instructions given.
  • Must have the ability to comply in standardized situations with only occasional or no variables.
  • Must have the ability to work flexible shifts
  • Must have excellent customer service skills.
  • Must be able to work without constant supervision.

    • PHYSICAL DEMANDS :

  • While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee frequently is required to walk, climb or balance, talk and hear.
  • May be required to regularly lift and / or move up to 10 pounds, frequently lift and / or move up to 25 pounds, and occasionally lift and / or move up to 50 pounds.
  • Must be capable of effectively using close vision, distance vision, and color vision.
  • Able to operate in mentally and physically stressful situations

    • QUALIFICATION STANDARDS :

  • High school diploma or equivalent required some college or college degree preferred.
  • A minimum of one (1) year related experience in hotels or customer service preferred
  • Must be able to work in team environment
    • serp_jobs.job_alerts.create_a_job

    Front Desk Supervisor • Montgomery, AL