Guest Services Supervisor

2 weeks ago

Danvers, Massachusetts, United States Residence Inn BostonDanvers Full time
Job Overview

At the Residence Inn Boston Danvers by Marriott, our team members are the cornerstone of our success, and we prioritize their well-being. Both full-time and part-time employees can enroll in our comprehensive benefits package after completing 30 days of service. Additionally, you will be eligible for paid time off and holiday compensation. We provide generous parental leave, a 401k savings plan, and discounts on hotel stays. If you need access to your earnings sooner, we partner with PayActive to assist you. Our core values emphasize respect, inspiration, and diligence in our work. If these values resonate with you and you seek an environment where your dedication is recognized and rewarded, we encourage you to consider this opportunity.

POSITION SUMMARY: The Front Office Supervisor is responsible for overseeing and training all front office staff, ensuring that all front office tasks are completed efficiently. This role directs and coordinates front office operations to guarantee an exceptional guest experience.

KEY RESPONSIBILITIES:

  • Assist in the recruitment and training of front office personnel.
  • Manage and allocate tasks during shifts for front office staff.
  • Assess the performance of front office associates and provide constructive feedback as needed.
  • Foster effective communication and relationships with all departments.
  • Ensure accurate room status information is maintained and communicated effectively.
  • Address guest inquiries and concerns promptly and courteously.
  • Update and manage group information, ensuring requirements are met and communicated to relevant parties.
  • Operate within the designated budget for front office operations.
  • Conduct regular meetings with front office staff to discuss performance and expectations.
  • Ensure front office staff maintain a professional and tidy appearance.
  • Prepare performance reports related to front office operations.
  • Monitor high balance guests and take necessary actions.
  • Ensure adherence to all company policies and brand standards.
  • Manage all aspects of the Front Office computer system, including software maintenance and report generation.
  • Ensure staff are consistently attentive, friendly, and courteous to all guests and colleagues.
  • Act as the Manager on Duty, providing support and guidance to all hotel departments as needed.
  • May assist with housekeeping tasks on occasion.
  • Perform additional duties as assigned by management.

REQUIREMENTS:

  • Ability to lift up to thirty (30) pounds.
  • Capable of walking, bending, stretching, standing, and/or sitting for extended periods.
  • Some exposure to cleaning chemicals may occur.

QUALIFICATIONS:

  • Must possess enthusiasm and energy with a strong passion for hospitality.
  • Prior supervisory or management experience is required, preferably in a hotel setting.
  • Fluency in reading, writing, and speaking English is essential.
  • Proficient in computer applications, including Microsoft Word, Excel, and other hotel management systems.
  • Demonstrated success in Quality Assurance evaluations and guest satisfaction metrics.
  • Excellent verbal and written communication skills.
  • Comprehensive understanding of overall hotel operations.

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