Front Desk Supervisor

2 months ago

Marietta, United States Hyatt Regency Atlanta Northwest Full time

The purpose of the Front Desk Supervisor is to coordinate front office activities of the hotel and resolve problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinates.

SUPERVISORY RESPONSIBLITIES

Directly or indirectly supervises associates and/or supervisors. Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws. Responsibilities include but are not limited to: interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

  • Ensures that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of Guest Service.
  • Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing AURO Hotels professionally with our guests and assuring that all transactions with guests are handled in a legal and ethical manner.
  • Understands and apply all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. In the event of an accident or emergency, gets medical attention if necessary and contacts the GM or Human Resources immediately.
  • Maintains a favorable working relationship with all company associates to foster and promote a positive working environment.
ESSENTIAL JOB FUNCTIONS
  • Supervise the Front Desk, Bell Stand, Valet, Drivers, PBX Operators and Night Audit to insure guests receive outstanding customer service in all areas of the hotel.
  • Speak, read, write, and understand English in order to interact with guests, staff, handle administrative duties, etc.
  • Manage multiple activities often in stressful situations.
  • Works with associates to provide outstanding customer service to guests.
  • Read, understand, interpret, and make decisions regarding information found in a variety of related reports, financial statements, and other internal and external correspondence.
  • Possess strong working knowledge of hotel operations and front office management as well as a strong working knowledge of the hospitality industry.
  • Ability to negotiate with confidence and to persuasively resolve guest issues.
  • Communicate and counsel associates as necessary.
  • Compose and express thoughts, both verbally and in writing, in a clear, professional manner to ensure effective communications.
  • Organize oneself, one's work, and the efforts of others and be attentive to detail.
  • Make effective judgments on the various components of the position and the property and to effectively solve guest and operational problems.
OTHER DUTIES AND RESPONSIBILITIES
  • Complies with Company Standards of Service as outlined for AURO Hotels.
  • Projects a favorable image of AURO Hotels to the public at all times.
  • Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
  • Treats guests, vendors, customers and co-workers with professionalism and respect at all times.
  • Completes Departmental, AURO Hotels and Brand standards training as assigned.
  • Maintains a clean and neat appearance at all times.
  • Must be able to work flexible work hours/schedule including evenings, weekends and holidays.
  • Nothing in this job description restricts management's right to assign or reassign duties, work hours and/or responsibilities for this job at any time.
QUALIFICATIONS
  • Education Preferred - High School or better.
  • Experience Preferred - 2-3 years hotel experience.(Opera Experience Required)
WHY JOIN AURO HOTELS?
  • Comprehensive healthcare plan including dental, vision and prescription coverage (FT).
  • Work-life balance culture - flexible scheduling and PTO (FT).
  • Employer 401(K) Match Savings Plan, FSAs and retirement services (FT).
  • Annual Management Development Program.
  • Vacation tab for community service.
  • Traveler's incentives e.g., Auro Hotels discounts at any of their properties alongside Hyatt-specific hotel discounts
  • Cash Bonus and Incentives


Auro Hotels is an Equal Employment Opportunity and E-Verify Employer.All applicants are subject to background and substance abuse screening prior to any offer of employment.

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