Front Desk Supervisor

Crescent Careers • Virginia Beach, VA

6d • Onsite

About The Position

The Front Desk Supervisor leads the hotel’s front desk team and supports guest service operations at the Delta Hotel by Marriott Virginia Beach Waterfront. The role involves assigning and instructing Guest Service Agents, monitoring performance, and serving as a calm, professional role model during routine operations, busy periods, and emergencies. The supervisor welcomes guests, manages check-in and check-out, handles payments and account postings, responds to guest requests and complaints, and works to resolve issues while promoting guest satisfaction and repeat business.

The position requires regular standing and continuous mobility throughout the front office. Associates are expected to maintain professional appearance and conduct, communicate courteously with guests and coworkers, comply with attendance standards, adapt to changing procedures, and help maintain a positive guest and associate experience. Other job-related duties may be assigned.

Requirements

• Ability to communicate in English.
• Self-starting personality and even disposition.
• Professional appearance and manner at all times.
• Ability to communicate effectively with guests and coworkers, verbally and in writing.
• Willingness to help coworkers and work as a team player.
• Ability to deal effectively with internal and external customers, including patience, tact, diplomacy, conflict de-escalation, and accurate information gathering.
• Basic mathematical skills and ability to use a calculator for moderately complex calculations without error.
• Ability to access and accurately enter information in a moderately complex computer system.
• Ability to stand, walk, and continuously perform duties behind the front desk.
• Ability to observe and detect signs of emergency situations.
• Ability to prepare complex reports on room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers, and patrons.
• Ability to comply with attendance standards and remain adaptable to changes in work areas and hotel procedures.

Responsibilities

• Communicate work directions to staff verbally and in writing; assign and instruct Guest Service Agents and observe their performance.
• Greet guests and provide accurate information about hotel services, outlet hours, and local attractions.
• Complete guest registration by entering and retrieving information in the computer system, confirming guest and rate details, selecting rooms, coding electronic keys, and providing welcome materials.
• Close guest accounts at checkout and respond to dissatisfaction, including negotiating appropriate solutions and authorizing revenue allowances when appropriate.
• Verify and imprint credit cards using electronic acceptance methods; handle cash, make change, balance an assigned house bank, and accept and record vouchers, travelers checks, and other payments.
• Perform arithmetic calculations and post charges to guest rooms and house accounts using the computer.
• Respond to guest requests, needs, problems, and concerns, including accommodating groups to support guest satisfaction and repeat business.
• Supervise Guest Service Agents and remain calm and alert during emergencies and periods of heavy hotel activity.
• Research and resolve guest complications and complaints, using sound judgment and adapting solutions to unusual situations.
• Authorize revenue allowances to remedy problems only after other alternatives have been offered.
• Maintain regular attendance and availability for work, and perform other job-related duties as assigned.
• Maintain professional conduct and appearance, treat guests and associates with courtesy and respect, and meet hotel standards for work procedures, grooming, punctuality, and attendance.
• Adapt to workplace and procedural changes, learn or improve skills, solve routine problems, and seek help when needed.

Benefits

• Highly competitive wages.
• Benefit plan for eligible associates and family members.
• 401(k) matching program for eligible associates.
• Flexible scheduling.
• Discounts at Crescent-managed properties in North America for associates and family members.
• Marriott Employee Room Rate Discount Program.
• Health and wellness programs.
• Learning and development opportunities.

What This Job Offers

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