Front Desk Supervisor- Westin Richmond Hotel

Position Purpose

Be the "face" of the hotel! Create a great first impression as you greet and welcome guests upon arrival and allow them to leave with a smile as you wish them a fond farewell. The right candidate for this very important role will be friendly, outgoing, professional, have a positive demeanor and excellent communication skills. You should be able to delegate effectively, demonstrate initiative, take ownership of issues and have good problem‑solving skills.

• Provide exceptional levels of guest service through the guests' stay
• Accountable for the effortless and seamless movement of guests in and out of the hotel
• Ensure efficient guest registration, check out and telephone service
• Supervise the front desk associates, ensuring the correct sequence of events for proper registration and checkout of guests
• Observe front desk associates as well as service express associates and ensure that established procedures are completed in accordance with policy, i.e. proper identification and credit are established for all transactions
• Ensure front desk associates and service express associates utilize proper guest relations techniques so that guests are handled both courteously and professionally
• Assign specific tasks to front desk associates relative to credit, personal guest information/data, posting charges, and overall cleanliness and organization of the front desk
• Responsible for assisting hiring, training and leading all front office team members
• Coordinate activities with other hotel departments in order to facilitate increased levels including possible emergencies
• Register guests into the property management system computer and verify all information is accurate, i.e. address, payment information, etc.
• Promote and provide outstanding recognition and benefits to all of our Marriott Bonvoy Elite Guests
• Provide ongoing training and support to all front office team members
• Oversee the daily operation of the front desk
• Control entry of safety deposit boxes
• Maintain all front desk equipment and supplies

Regular attendance in conformance with the Hotel's standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with the Hotel's rules and regulations for the safe and effective operation of the hotel's facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires excellent communication skills, both verbal and written.
• Must possess exceptional computational ability.
• Must possess advance computer skills.

• Must be able to stand and exert well‑paced mobility for up to 8 hours in length.
• Must be able to exert well‑paced ability to work in a busy environment.
• Must have the ability to bend, squat and lift 20 lbs. on a regular and continuing basis and occasionally lift up to 50 lbs.
• Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
• Must be able to exert well‑paced ability in limited space.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Position requires the ability to wear a radio and earpiece for the duration of a scheduled shift.

Education

Experience

• High school or equivalent education required. Bachelor's Degree preferred.
• Two to four years experience in Front Office/Housekeeping/Guest Services, including at least two years supervisory experience, required.

Grooming

All employees must maintain a neat, clean and well‑groomed appearance per Musselman Hotel's standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.