Front Desk Supervisor

Sage Hospitality Group•Charlotte, NC

9d•Onsite

About The Position

UNC Charlotte Marriott is seeking a Front Desk Supervisor to oversee their welcoming team and ensure every guest has an exceptional experience from the moment they arrive. As a Front Desk Supervisor, you'll be the first face our guests see, setting the tone for an unforgettable stay. Located just north of downtown Charlotte on the beautiful UNC Charlotte campus, our inviting yet lively hotel offers a perfect environment to grow your leadership skills, connect with a dynamic team, and make a meaningful impact. We’re proud to be part of the award-winning Sage Hospitality family — recently named Hotel of the Year by NFL NFC for outstanding service! Our dedicated team is passionate about delivering top-tier hospitality and ensuring each guest feels valued.

Requirements

High school education or equivalent experience.
1 or more full years employment experience in a related position with this company or other organization(s).
Requires understanding of all hotel front office procedures.
Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
Requires supervision/management skills.
Ability to communicate information and hotel services to management and guests.
Second language may be required.
Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
Ability to communicate in person and on telephone frequently.
Ability to read written communiqués, analyzing reports and seeing monochrome computer screen.
Excellent speech communication skills required for continual interaction with guests.
Frequent use of phone.
Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
Continuous standing 90% of time -communicating with guests.
Lifting up to 50 lbs. guest luggage; limited.
Pushing up to 50 lbs. bell cart; limited.
Pulling up to 50 lbs. bell cart; limited.
Carrying up to 25 lbs. guest luggage; limited.
Continuous standing -80% of shift.

Nice To Haves

Second language may be required.

Responsibilities

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
Maintains a friendly, cheerful and courteous demeanor at all times.
Performs other duties as assigned, requested or deemed necessary by management.