Front Office Supervisory

From comfortably casual to lavishly appointed, AHC Hospitality represents a diverse array of hotels, restaurants, and resorts. Our team members provide exceptional experiences that delight our guests at every touchpoint. Whether hosting a meeting for several hundred, serving a table for two, or creating a beautiful space for our guests to enjoy, AHC Hospitality is full of opportunities for our guests, as well as our associates. We invest in supporting your growth and are a company who sees your success as our success. Choose a property that fits your personality: the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, Courtyard by Marriott Downtown -- and start your unstoppable career here.

This is a full-time position, various shifts, requiring weekend availability.

This position is eligible for full benefits (medical, dental & vision), 401K, paid vacation, discounted downtown parking, free employee meals, hotel and restaurant discounts and more.

SUMMARY

The ideal candidate for this position will provide the highest level of service for all our guests, and associates. This position will oversee the front office, and valet operations during the overnight hours. The applicant must demonstrate the ability to lead a team, and produce results. They must have a teamwork attitude, strong attention to details, and be able to demonstrate the skills necessary to ensure exceptional customer service experiences in all interactions with guests and other employees.

ESSENTIAL FUNCTIONS

-Supervise front desk staff to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards guest satisfaction. To ensure that front desk operations is working in a professional manner at all times
-Perform front desk agent and at your service responsibilities
-Responsible for training of new hires and aiding in their development as a front desk agent and at your service agent
-Responsible for the efficiently and professionally running of the front desk, including relationships with other departments
-Ensure smooth check-in and check-out of all guests, through properly handling guest accounts
-Work to complete guest requests and handle guest opportunities at first contact
-Completing inventory for office supplies and informing managers when ordering is needed
-Stock items per Marriott requirements, ordering consistently to ensure stocked and guest ready
-Understanding the Quality Assurance inspection and performing in a way that adheres to the foundation for service that is set by the audit
-Lead by example: Display poise and grace toward all guests, be highly familiar and adhere to all policies, procedures, and culture standards set forth by the JW Marriott brand
-Assist all associates with questions, and aid with guest opportunities when needed
-During peak hours, be at the front desk to ensure efficient and smooth service is provided to all guests and lead from the lobby to set the tone and example for associates that are observing
-Create a productive and positive atmosphere at the desk, promoting great attitude and a friendly, team player, work environment
-Empower all associates to provide an outstanding service by using their empowerment guidelines
-Be a problem seeker and work to provide a memorable experience overall for our guests
-Ensure that work area is always clean, neat and organized
-Plan meetings on a monthly basis and conduct them
-Conduct Daily Rehearsal each and every shift by providing important information to associates while creating a positive energy to enhance their day
-Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate
-Bank out cashiers at the end of each shift according to the blind drop procedure.
-Review room status and be aware of occupancy, arrival, departures, and rooms on maintenance
-Ensure that all Marriott Reward Guests, VIP guests and repeat guests are identified; recognized, pre-blocked and special treatment is brought to the room.
-Review cash status report and take appropriate action to resolve all problems
-Ensure that any in-house accounts do not carry any unusual outstanding balances
-Complete work or special projects as assigned and make sure to meet due dates
-Conduct one on ones with associates to set goals and assist with the development of their growth
-Have a full understanding of the documentation process; be able to write a documentation and issue
-Write and conduct reviews for associates meeting their 90 day or annual requirements
-Report to work on time with proper uniform, including name tag. Personal appearance must comply with the standard of the hotel
-Check with your immediate supervisor for additional information or tasks
-Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments
-Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.
-Develop knowledge about frequent guests and their special requests and needs
-Be proficient in PMS, MARSHA, MICROS, Saflok, Outlook, HotSOS, and all other used programs
-Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can
-Be knowledgeable of service standards and JW Performances; lead each day by displaying the performances and teaching others how to provide the best possible service
-Be knowledgeable of Grand Rapids and offerings in the local area
-Report any unusual occurrences immediately to the Rooms Division Manager
-Knowledge of Marriott and AHC's Front Office Standard Operating Procedures
-At all times strive to represent Marriott in the most professional, courteous manner

REQUIRED SKILLS

EXPERIENCE

• Experience as leader in operations with front office focus preferred.

• Full Service Marriott experience preferred.

• Degree in business or hospitality management preferred.

KNOWLEDGE REQUIRED

• Understand the mission, vision, and game plan of the brand and the hotel.

• Extensive knowledge of hotel operations especially Front Office.

• Above average understanding of Marriott hotel operations and services preferred.

• Advanced guest service and interpersonal skills.

• Knowledge of problem-solving tools and techniques for customer issues, as well as internal issues.

• Strong communication skills including the ability to deal effectively with vastly diverse employees.

• Comprehensive understanding of leadership skills and has the ability to apply them.

• Ability to use standard software applications and hotel system.

EDUCATION AND EXPERIENCE

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent required

• Salesforce/GXP system knowledge is preferred.

• Hospitality Degree from a higher education institution is preferred.

• Related experience is required

PHYSICAL REQUIREMENTS

Ability to stand for 8 hours.