PM Front Desk Supervisor Moxy Downtown Atlanta

LBA Hospitality•Atlanta, GA

3d•Onsite

About The Position

The Front Desk Supervisor oversees day-to-day Front Office operations, including personnel, budget performance, and financial controls. The role requires honesty and trustworthiness because associates have access to guestrooms and property, and candidates must pass appropriate security clearances under company policy. The supervisor trains, coaches, motivates, and develops associates; supports a professional, cohesive team; and helps maintain positive morale and friendly attitudes. The position also handles guest registration, room assignments, special requests, service recovery, and promotion of hotel services and repeat business. The supervisor maintains financial controls, uses the property management system, coordinates with other departments, and follows safety, security, and emergency procedures. This position requires an on-site physical presence at the hotel and is not conducive to telecommuting or remote work. It involves standing and walking for extended periods and may require working any day or shift, including weekends.

Requirements

At least one year of experience supervising at least three associates.
Two years of experience in the service industry.
High school diploma or equivalent.
Fosse experience.
Honesty and trustworthiness, and the ability to pass appropriate security clearances.
Ability to stand for eight hours and to bend, stretch, reach, walk for extended periods, and push or pull 60 pounds unassisted and lift or carry 30 pounds unassisted.
Ability to see, hear, and communicate with associates and guests.
Knowledge of supervisory skills, including training, appraising, documenting, and motivating.
Knowledge of local shopping, dining, entertainment, and travel directions to assist with guest inquiries.
Knowledge of daily hotel operations, including events, bulletin boards, changes, procedures, and events.
Knowledge of the property, staff, services, operating hours, room types and locations, rates, and discounts.
Knowledge of Frequent Stay Program and reservation procedures, including cancellations and walking guests.
Ability to train and develop associates through meetings, logs, and other methods.
Ability to monitor and document positive and negative associate feedback.
Computer literacy sufficient to operate the property management system thoroughly.
Ability to maintain organization of supplies and order supplies as necessary.
Ability to multitask while remaining associate- and guest-service-centric.
Effective communication with guests, department heads, associates, and home office support staff.
Ability to resolve guest issues professionally while maintaining a hospitable attitude.
Ability to market and promote the hotel to increase exposure and sales.
Ability to stay organized and proactively organize work in a fast-paced environment.

Responsibilities

Train, coach, counsel, motivate, and develop associates, and maintain a professional, cohesive team.
Promote positive morale and friendly attitudes among associates.
Work within budget guidelines to maximize revenue and comply with labor models.
Learn and use the property management system.
Check credit card validity and ensure cash, checks, and miscellaneous departments are balanced at the end of each shift.
Greet and register guests, assign rooms, protect guest privacy, and accommodate special requests when possible.
Promote and sell hotel services and amenities.
Encourage repeat business by offering to take future reservations and recommending alternate products of the same brand type.
Identify potential sales leads and contacts through guest interactions and pass the information to the appropriate person.
Maintain safety and security practices and thorough knowledge of emergency procedures.
Ensure guests receive a high-quality product and service.
Keep housekeeping and other departments informed about special requests, late check-outs, and special-needs areas.
Maintain certification from a brand-approved responsible vendor training program.
Use the Service Recovery Log and other required communication logs to communicate between shifts.
Respond to guest comments and issues in a timely manner.
Perform other duties as assigned and as staffing needs arise throughout the hotel.