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Front Desk Supervisor
2 months ago
At Houston Marriott Westchase, we prioritize our employees and strive to create a supportive and inclusive work environment that fosters growth, development, and well-being. Our commitment to a People-First culture is reflected in our approach to employee development, benefits, and relationships. We offer a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays.
Job SummaryWe are seeking an experienced Front Desk Supervisor to join our team at Houston Marriott Westchase. As a Front Desk Supervisor, you will play a crucial role in ensuring all our guests receive exceptional service that creates a memorable experience and fostering a vibrant environment for our associates.
Key Responsibilities- Support the Front Office Manager with day-to-day operations, including interacting with guests, resolving issues, and providing training and guidance to the front desk team.
- Provide exceptional customer service, engaging with guests in a positive and professional manner, and ensuring a wonderful hospitality experience.
- Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
- Help to resolve problems and WOW guests through recovery when things aren't quite right.
- Promote and sell special hotel programs.
- Be knowledgeable of all emergency procedures and policies.
- Maintain house bank; Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds.
- Complete ongoing required training and development to maximize potential.
- Follow company procedures and ensure staff follow the required best practices and exceed brand standards.
- Thorough understanding of customer service activities and best practices.
- Strong communication skills, both written and verbal, in the English language.
- Strong active listening skills.
- Able to effectively communicate with guests about their concerns with empathy and professionalism to deescalate complaints, collect accurate information, and successfully resolve concerns.
- Able to be effective in identifying issues where services may be falling short in guest needs, providing thoughtful guidance and solutions as they arise.
- Ability to thrive in high-pressure environments and respond with a sense of urgency when necessary.
- Ability to accurately input guest information using a computer and a variety of software applications.
- Ability to remain in a stationary place for duration of 8-hr shift.
- Moves throughout front desk check-in/out counter, front desk, and front office areas to check guest in/out, run credit cards, issue room keys, retrieve guest room items/towels, provide amenities, and print guest statements in a timely manner.
- Positions self to raise, lower, and extend arms to perform essential job functions.
- Able to identify and respond to safety concerns and emergency situations.
Prior Hotel or Resort Front Desk Supervisory experience is required, preferably at a full-service hotel.
