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Front Office Operations Supervisor

2 months ago

Lake Mary, Florida, United States Orlando Marriott Lake Mary Full time
Job Overview

PRIMARY RESPONSIBILITIES

Support the overall management of the Front Office department, which encompasses the Front Desk, AYS, Concierge, and Bell Staff. This role is essential in ensuring operational efficiency to meet financial objectives; it requires prompt responses to guest inquiries and/or issues in a courteous manner, ensuring that appropriate measures are taken to guarantee complete guest satisfaction with a confident and gracious approach. This is a proactive role that necessitates leading designated shifts and assisting the Front Office Manager.

JOB REQUIREMENTS

  • At least 2 years of experience in Front Office operations, with a minimum of one year in a leadership role.
  • Management Skills - Demonstrate knowledge, skills, and attributes that enhance the dynamics of the Front Office.
  • Leadership Abilities - Capable of directing and guiding the Front Office team to achieve profit and guest service objectives.
  • Professional Attitude - Exhibit behavioral styles that instill confidence and earn respect from the Front Office Team; make a positive first impression and represent the company’s values.
  • Problem Solving and Decision Making - Identify and comprehend issues, challenges, and opportunities. Gather and compare information from various sources to resolve issues and determine a course of action.
  • Effective Communication - Share information and ideas with others in a persuasive and engaging manner through diverse methods. Strong public speaking skills are essential.
  • Adaptability - Maintain performance levels under pressure or during changes and challenges in the workplace.
  • Ability to communicate effectively with guests and colleagues verbally.
  • Physical requirements include the ability to lift a minimum of 30 pounds, along with pushing, pulling, bending, stooping, and reaching overhead.
  • Some exposure to cleaning agents may occur.
  • Prolonged periods of standing and/or walking are expected.

ESSENTIAL FUNCTIONS

  • Possess a comprehensive understanding of the company’s culture and the significance of the Basics of Brilliant Hosting. Ensure total compliance with these principles among associates through continuous training and reinforcement by modeling these behaviors, providing positive feedback, and implementing corrective actions when necessary.
  • Establish expectations, lead personnel, manage processes, and hold team members accountable for agreed-upon activities and timelines.
  • Actively engage in Environmental, Health & Safety responsibilities by adhering to established company policies.
  • Demonstrate excellent proficiency in the property management system and reservation systems, capable of managing inventory for maximum revenue generation. Input group reservations when required.
  • Oversee and manage the hotel's mobile application.
  • Monitor daily revenue and payroll expenses to minimize losses, manage costs, and maximize profits.
  • Direct and maintain productivity levels, ensuring all departmental goals are met or exceeded.
  • Facilitate group accommodations to ensure optimal guest satisfaction and encourage repeat business.
  • Ensure compliance with all operational and cash handling procedures; maintain the house bank and provide change as necessary.
  • Assist in creating and adjusting weekly department schedules, along with auditing payroll and timesheets as needed.
  • Conduct audits and complete Service Excellence Observation Forms.
  • Hold daily briefings and monthly meetings, maintaining open communication with all departments to ensure guest satisfaction.
  • Keep updated information on pricing, rates, specials, packages, and programs, ensuring timely dissemination to all staff.
  • Analyze, investigate, and resolve guest complaints, both in person and through various communication channels, utilizing the company’s guest recovery models while maintaining positive guest relations.
  • Maintain accurate information regarding credits, gift certificates, and other necessary reports.
  • Perform all duties of a Front Office Associate as needed to facilitate service, including guest check-in and check-out.
  • Act as a shift supervisor to ensure all daily functions of the check-in and check-out process are executed at an optimal level.
  • Assist the Front Office Manager in training and developing Front Office staff according to company training guidelines; assume the role of Front Office Manager in their absence.
  • Participate in the interviewing, hiring, training, counseling, and scheduling of bell staff.
  • Oversee gift shop inventory and ordering.
  • Ensure safety and quality in all products and services provided.
  • Maintain a warm and welcoming demeanor, greeting all guests with a smile and presenting a polished image.
  • Complete all reasonable requests from management within capability.
  • Act as Lobby Ambassador and Manager on Duty as scheduled.