Front Office Supervisor - Providence Marriott

Front Office Supervisor - Providence Marriott Downtown

Providence, RI 02904, USA

Front Office Supervisor - Providence Marriott Downtown. Interested applicants should send cover letter and resume to:
Providence Marr

Do you have the J Quality?

• Responsible for shift operations of the Front Desk and PBX.
• Train and supervise Front Desk and PBX associates.
• Ensure delivery of outstanding guest service, successful check-in and check-out of guest rooms, and respond to all inquiries regarding guest reservations and guest requests.
• The Front Office department and PBX will act as a “service and information hub” for all inquiries.
• Support rate strategies put in place by the Revenue Manager and Sales Department, and maximize the walk-in potential revenue.
• Promote complete guest and employee satisfaction, and keep it ALIVE within the department.
• Support the FOM and AFOM with enforcement of SOPs and directives.
• Play a key role in shift change communication.

ESSENTIAL FUNCTIONS:

• Journey Philosophy - Demonstrate knowledge of the Meyer Jabara Journey Philosophy and practices, culture, terminology, organizational structure and principles. That philosophy should be portrayed in professional appearance, behavior, integrity, openness and accessibility to employees. Achieve performance objectives in accordance with empowerment and leadership principles. Your role is that of Coach and Mentor to other associates in the Front Office area.
• Supervisory Responsibility - Demonstrate strong working knowledge and support of departmental SOPs, hotel LSOPs and overall familiarity with company SOPs. Maintain a professional appearance, behavior, ethics, and policy compliance. Promote effective people/supervisory skills through reward and recognition as well as progressive discipline, ensuring a positive and productive work environment.
• Communications - Communication should be accurate and timely. Use effective communication techniques to ensure staff has a clear understanding of information. Prepare clear, legible and concise correspondence, memos, letters, instructions and reports following the correct format. Effective verbal communication is key.
• Financial Responsibility - Control departmental expenses through forecast data, proper scheduling, and responding to business fluctuations. Adhere to cash and credit policies and follow up on issues that affect profit or loss.
• Human Resources - Be fully aware of all Human Resources SOPs and LSOPs as they pertain to hiring, orientation, training, PA processing. Model strong employee relations by developing teamwork and maintaining high morale, and introduce incentive opportunities. Promote solutions to the Associate Opinion Survey and support action plans. Participate in HR associate planned events.
• Safety & Security - Be active in safety and security management. Be versed in emergency and injury/accident reporting procedures. Implement steps to ensure the safety of staff, guests and owner investments. Commit to non-disclosure of guest information.
• Technical Knowledge - Demonstrate thorough knowledge of hotel PMS system and MARSHA reservations system. Fully utilize programs to deliver outstanding guest service. Know report capabilities and use them to communicate pertinent information and troubleshoot guest-related challenges. Use programs to manage the house and ensure requests are met.
• Projects/Special Assignments - Develop and implement creative guest service differentiators for the Front Office Areas. Initiate and complete special projects as assigned by the FOM in areas such as training, SOPs and guest service.
• Problem Resolution - As the “service hub” of the hotel, manage the resolution of problems to ensure they are corrected in a timely manner and to the guests’ satisfaction. Implement empowerment procedures so that guest-related concerns can be addressed on the spot.
• Absolute commitment to improved Guest Satisfaction Scores.

The difference between being a good business and an amazing business can be found in the company’s footprints made by giving back and serving others. Community relationships matter to the team at Meyer Jabara.