Front Desk Supervisor

Horseshoe Bay Resort • City of Syracuse, NY

12h • Onsite

About The Position

Marriott Syracuse Downtown seeks a Front Desk Supervisor to assist the Front Office Manager in managing Front Office operations. The goal is to achieve customer satisfaction, quality service, and compliance with corporate/franchise policies and procedures while meeting or exceeding financial goals. This role involves supervising guest service agents, ensuring a positive guest experience from check-in to check-out, handling financial transactions, and resolving customer issues.

Requirements

• At least one year of experience in Front Office/Front Desk/Rooms operations in a supervisory role.
• Thorough knowledge of Front Office/Front Desk/Rooms operations.
• A real passion for the hospitality industry and for ensuring that our guests have a memorable experience at our hotel during their stay.
• Willingness to “pitch-in” and help co-workers with their job duties and be a team player.
• Hotel experience required
• Excellent written, verbal and organizational skills required
• Computer literacy and financial management a must

Nice To Haves

• Marriott brand experience for this position is a plus

Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Assign and instruct guest service agents in 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.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Promote Crescent and brand specific marketing programs.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys.
• Nonverbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Close out guest accounts at time of check out.
• In the event of dissatisfaction, negotiate 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 voice.
• 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 clerks and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Benefits

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling
• Discounts with our Crescent managed properties in North America for you & your family members
• Additional hotel discounts with Marriott International brand hotels
• Free Parking
• Free Meal during your shift
• Quarterly employee appreciation events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed