Front Desk Supervisor

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

• 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

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

Source:
Hospitality Online