Front Desk Supervisor

Front Desk Leader

Embracing and leading with the Westin Hospitality standards in the warm welcome and fond farewell of all of our guest arrivals. We're a 484-room hotel, so this leader will have had proven front desk experience, champions friendly service and can train and mentor our team to provide the best experience in Cleveland! This role assists the Front Office Manager and Assistant Front Office manager in all matters of front desk operations to achieve customer satisfaction, quality service and compliance with Marriott standards and procedures.

Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

Essential duties and responsibilities include:

• Provide a warm welcome and fond farewell to all of our guests!
• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk agents in details of work. Observes performance and encourages improvement.
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as restaurant hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote the Marriott Bonvoy program. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and package or loyalty coupons as appropriate.
  
  Close out guest folios at time of check out.
• Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Create policies and procedures to improve and streamline front desk operations. Communicate with other department leadership to ensure shared understanding and teamwork.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model to other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Communicate both verbally and in writing to provide clear direction to staff.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and skills include:

• One year experience in customer service leadership in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and…