Front Desk Supervisor

HEI Hotels and Resorts • Atlanta, GA

3d

About The Position

The Front Desk Supervisor assists the Front Office team in achieving customer satisfaction and quality service. The role ensures that guest arrivals, departures, and other points of contact are handled efficiently and in a friendly manner. The supervisor welcomes guests, listens to and responds to requests, and provides accurate information about hotel outlets and local attractions. The position also completes guest registration and payment authorization, remains calm and alert during emergencies or periods of heavy activity, serves as a role model for clerks and other associates, and resolves guest complications and complaints through research and sound judgment.

Requirements

• One year of experience in customer service in hospitality or a similar industry.
• Ability to effectively handle internal and external customers, including those requiring patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
• Ability to establish and maintain effective working relationships with associates, customers, and patrons.
• Ability to adapt communication style to different audiences, including supervisors, coworkers, and the public.

Nice To Haves

• Prior Marriott experience.
• Prior experience in a full-service hotel.

Responsibilities

• Assist the Front Office team in achieving customer satisfaction and quality service.
• Ensure guest arrivals, departures, and other guest interactions are conducted efficiently and in a friendly manner.
• Greet guests promptly and sincerely, listen to requests, respond appropriately, and provide accurate information about outlet hours and local attractions.
• Complete guest registration by entering and retrieving information in a computer system and confirming details such as guest count and room rate.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Remain calm and alert during emergency situations and periods of heavy hotel activity, and serve as a role model for clerks and other associates.
• Research guest complications and complaints and determine effective solutions.
• Make decisions based on experience and judgment, adapting approaches to unusual situations.

Benefits

• Medical insurance through Anthem Blue Cross Blue Shield.
• Dental insurance through Anthem Blue Cross Blue Shield.
• Vision insurance through EyeMed.
• Vacation, sick, and holiday time-off programs.
• Pet insurance through the ASPCA.
• Supplemental, spousal, and child life insurance.
• Short- and long-term disability coverage.
• 401(k) savings plan with matching funds.
• Discounts through the YouDecide program and Hotel Room Discount program.

What This Job Offers

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