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Front Desk Supervisor of Guest Experiences

2 months ago

Orlando, United States MARRIOTT ORLANDO DOWNTOWN Full time
Job DescriptionJob Description

Position Summary & Benefits

Job Summary: The Guest Services Supervisor is responsible for assisting the Front Office Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy. 

Qualifications

Education & Experience:

  • High School diploma or equivalent required. 
  • At least 2 to 3 years of progressive experience in a branded hotel or a related field required. (Hilton or Marriott Experience Required) 
  • College course work in related field helpful. Previous supervisory responsibility preferred
  • Must have a valid driver license for the applicable state.

Physical requirements: 

  • Flexible and long hours sometimes required. 
  • Light work -Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  
  • Ability to stand during entire shift.

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 be able to multitask. 
  • Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity. 
  • Must routinely meet deadlines. 
  • Must be effective in handling problems in the workplace; including anticipating, preventing, identifying and solving problems as necessary. 
  • Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the need.
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. 
  • Must be able to work with and understand financial information and data, and basic arithmetic functions. 

Duties & Functions

Essential: 

  • Approach all encounters with guests and employees in a friendly, service-oriented manner. 
  • Maintain regular attendance in compliance with AFP Management standards, as required by scheduling which will vary according to the needs of the hotel. 
  • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
  • Always comply with AFP Management standards and regulations to encourage safe and efficient hotel operations.
  • Always maintain a friendly and warm demeanor. Ensure that employees are always attentive, friendly, helpful and courteous to all guests, managers and fellow employees. 
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. Monitor all VIP and special guest requests. Review Front Office log and Trace File daily. Fully comprehend and operate all relevant aspects of the Front Desk computer system. 
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Be aware of all rates, packages, and promotions currently underway as listed in the Red Book. 
  • Be familiar with all in-house groups. Be aware of all closed out and restricted dates. 
  • Follow and enforce all AFP Management International hotel credit policies. 
  • Be able to complete and ensure that a proper bucket check room rate verification report, and housekeeping report have been accurately done and filed. 
  • Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
  • Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
  • Assist the FOM in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log). 
  • Have knowledge of and assist in all emergency procedures as required. 
  • Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner. 
  • Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner. 
  • Responsible for issued house bank. 
  • Be able to perform all duties of Guest Services Agent. Run room status reports in a timely manner and relay necessary information to affected departments and individuals. 
  • Monitor key control to maintain hotel security. 

Marginal:

  • Ensure the maximization of room revenue through Rooms Merchandising. 
  • Answer all guest inquiries in a timely and professional nature. 
  • Be involved in departmental meeting, planning and execution. Help maintain productivity levels at or above budgeted standards. 
  • Assist in training and cross training of new hires and current employees on a regular basis. Attend meetings/training as required by management. 
  • Perform other duties as required by management.

 

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.