Front Desk Supervisor

SpringHill Suites by Marriott - Williamsburg•Williamsburg, VA

About The Position

Supervise front desk operations in accordance with established guest service, quality, and sustainability standards. The role includes overseeing front office operations when the Front Office Manager or Assistant General Manager is absent. The growth path is Assistant Front Office Manager, Front Office Manager, and Assistant General Manager.

Requirements

1 to 3 years of related experience.
Work schedule varies and may include all shifts, holidays, and weekends.
Ability to stand for extended periods and walk, push, lift up to 25 pounds, bend, reach, stoop, kneel, or crouch.

Nice To Haves

Associate’s or Bachelor’s degree preferred.

Responsibilities

Interview, select, train, schedule, coach, and support associates to ensure they meet brand or hotel standards and HHM core values.
Research and resolve guest complaints and concerns by determining effective solutions.
Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
Interact with guests through lobby ambassador and other activities to build relationships and encourage repeat stays.
Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
Balance accounts and conduct audits.
Make and confirm reservations.
Promote company and brand-specific marketing programs.
Greet arriving guests, register them, and assign hotel rooms.
Provide welcome folders with room keys, certificates, coupons, and refreshment center keys as appropriate.
Compute bills, collect payments, handle cash, and make change.
Close guest accounts at checkout and, when needed, negotiate a compromise that may include authorizing revenue allowances.
Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
Ensure the hotel entrance, reception, and other public areas are properly maintained for cleanliness and appearance.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Perform other duties as requested by management.