AC Hotel Front Desk Supervisor

AHC Hospitality•Grand Rapids, MI

1d•Onsite

About The Position

Oversees the staff and daily operations of the front desk team. Enforce and maintain the expectations of AHC and Marriott Corporate including following QA standards. Create a teamwork environment in the front office and produce quality service and connection standards that our guests expect.

Requirements

Ability to read and interpret documents such as safety rules, operational standards, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before guests or associates of organization.
Ability to perform addition, subtraction, division, and multiplication.
Ability to calculate figures and amounts such as discounts
High School Diploma or equivalent
Microsoft Office Proficient
Previous front desk or customer service experience preferred.

Responsibilities

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
Creating weekly schedules for Front Office staff
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 Affirmations 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
Be prepared to work the night shift when needed
Check opening house count and establish rate to be quoted during the day with the reservations manager and Operations Manager
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
Participate in the interviewing of new associates for Front Office
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
Perform and record disciplinary write-ups as needed
Report to work on time with proper uniform. Personal appearance must comply with the standard of the hotel
Check with the Operations Manager 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 FOSSE, MARSHA, MICROS, Saflok, Outlook, GSS, GXI 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 AC Hotel service mantras; 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 Operations 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
Oversee valet runners throughout the shift, check if they need assistance