Front Desk Supervisor

3 weeks ago

Prescott, United States Residence Inn by Marriott, Prescott Full time
Job DescriptionJob DescriptionDescription:

As the Front Desk Supervisor, you will use your exceptional guest service skills to ensure that our guests have a memorable and enjoyable experience at our hotel. Your strong problem-solving and decision-making skills will be essential in handling guest complaints and resolving issues in a timely and professional manner. Additionally, your ability to use sound judgment and identify and solve problems in a fast-paced environment will be critical in ensuring a seamless guest experience. Finally, your excellent communication and interpersonal skills will be key in supervising and training front desk staff to provide exceptional guest service. You will interact daily with our hotel guests, supervising front office staff, and coordinating services with your peers in the other hotel departments.

Requirements:

PRIMARY JOB DUTIES AND RESPONSIBILITIES: The Front Desk Supervisor will be responsible for performing the following duties, while exemplifying the company’s five values of “Excellence, Integrity, Trust, Respect and Fun”.


· Supervise the shift operations in the front office and liaise with Sales, Reservations, Accounting and the operations departments to ensure smooth operations and achievements of an optimal level of quality service and hospitality.

· Supervise the front office employees, empower, coach and counsel, resolve problems, provide open communications and recommend discipline as appropriate.

· Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

· Maintain accurate records of guest information and room availability, balancing inventory to ensure optimal occupancy and profitability.

· Motivate the front office team in order to provide a high standard of service for guests.

· Ensuring pricing policy and internal audit procedures are performed correctly on a daily basis.

· Ensure that all front office team members are well presented (uniforms, personal hygiene, etc.), and punctual.

· Have a good knowledge base of all systems and operating procedures.

· Ensures financial performance through upselling, room revenue, operation auditing, training, sales lead optimization, and budget management.


SECONDARY JOB DUTIES AND REPONSIBLITIES:

· Ensure the workplace remains clean and organized

· Assure team members have completed all required new hire and periodic training

· Review customer satisfaction, guest feedback, and social media reviews

· Perform special projects and other responsibilities as assigned


MINIMUM QUALIFICATIONS:

· High School diploma or equivalent. Associates or bachelor’s degree preferred

· 2+ years front desk or guest service experience

· Previous supervisory experience strongly preferred

· Exceptional communication and guest service skills

· Proficiency in basic computer skills including MS Office programs

· Strong analytic and decision-making skills


PHYSICAL DEMANDS:

· Standing for long periods of time

· Occasional lifting of 15lbs

· Viewing computer screen for registration of guests

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