Front Office Supervisor

2 weeks ago

Princeton, United States Courtyard by Marriott Princeton Full time

YOUR NEXT DESTINATION AWAITS

Careers at Commonwealth Lodging

Top Notch Talent + World Class Hospitality

We take a proactive, hands-on approach to hotel management. Our team boasts extensive experience in all areas of hospitality management.

Core Values: Team First, Own It, Relationship Oriented, Professionalism, Integrity/Honesty

POSITION OVERVIEW: The position involves high guest contact and presents the first point of contact for all of our guests. The Front Desk Supervisor is responsible for assisting guests with check-in and check/out, answers and processes phone calls. Work to resolve guest challenges, ensuring guest satisfaction. Manages front office operations to ensure profitability, cost control, and guest satisfaction. Oversees room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue

QUALIFICATIONS, EDUCATION & EXPERIENCE:

  • High School Graduate or General Education Degree (GED): or Work Equivalent
  • Previous cash handling experience
  • Prefer previous experience as a Front Desk Supervisor
  • Good understanding of the English language.
  • Good communication skills both written and verbal.
  • Exert physical effort in lifting/transporting at least 25 pounds.
  • Endure various physical movements throughout the work areas.
  • Satisfactorily communicate with guests, management and co-workers to their understanding.
  • Must be willing and have the ability to work a varied schedule that includes nights, weekends and holidays.
  • Knowledge of the local area.
  • Ability to suggestively sell.

Responsibilities:

  • Maintain positive guest relations at all times. Work to resolve guest complaints, ensuring guest satisfaction.
  • Communicate effectively with guests as well as team members
  • Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.
  • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
  • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
  • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
  • Print special requests report and block according to specifications.
  • Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
  • Department orientation with new hires. Conduct ongoing training with existing staff.
  • Review status of assignments and any follow-up action with on-coming Supervisor.
  • Assist in strategizing control of room inventory to maximize revenues.
  • Maintain guest confidentiality at all times.
  • Assists in handling emergencies in order to protect our guest and associates, and preserve the building and its systems during the emergency. Must act as quickly and responsibly as possible to return the building to its normal operating status.

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