Front Office Supervisor

Description

Compensation: Hourly $23.00 USD

The Los Angeles Marriott Burbank Airport Hotel is looking for an energetic, professional Front Desk Supervisor with exceptional guest service experience.

Position Purpose:

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet high standards of quality.

Essential Functions:

Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service representatives in the details of work. Observe performance and encourage improvement.

Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.

Promptly complete the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including the number of guests and room rate. Promote marketing programs. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing keys, certificates, coupons, and refreshment center keys as appropriate. Close out guest accounts at the time of checkout. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.

Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

Promptly answer the telephone using positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.

Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and other employees. Resolve customer complications and complaints by conducting thorough research on the situation and identifying the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

Specific Job Knowledge, Skill, and Ability:

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to effectively deal with internal associates and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse tense situations, collect accurate information, and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to listen effectively and to speak English clearly.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk, and continuously perform behind the front desk.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to analyze and make judgments.
  

Required Work Experience:

• 2 consecutive years as a Hotel Front Desk Supervisor at a Full Service Hotel.
• or 4 consecutive years as a Hotel Front Desk Supervisor at a Select Service Hotel.
• or 6 consecutive years as a Hotel Front Desk Agent
  

We offer a comprehensive full-time benefits package consisting of medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accidental or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more

Spire Hospitality participates in E-Verify*

Qualifications
Behaviors Leader - Inspires teammates to follow them
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Motivations Peer Recognition - Inspired to perform well by the praise of coworkers
Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals
Self-Starter - Inspired to perform without outside help
Education High School (preferred)
Experience 6 years: Hotel Front Desk Agent (preferred)
4 years: Hotel Front Desk Supervisor at a Select Service Hotel. (preferred)
2 years: Hotel Front Desk Supervisor at a Full Service Hotel. (preferred)
Skills Excel (preferred)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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