Front Desk Supervisor

Marriott•Harrison, NJ

12d•Onsite

About The Position

Ironwave is a premier hospitality organization that strives to create an experience that enriches the lives of not only our guests but also all those involved with our organization, including the employees. We do this through superior guest accommodations, legendary customer service, and treating guests and employees with respect and courtesy. Currently, we are seeking a reliable individual to fill the Operations Supervisor position. This position supervises the daily operations of the Front Desk, Breakfast, Bar, Kitchen, and Gift Shop to maximize revenues and profits while attaining optimal guest satisfaction.

Requirements

Must have the ability to communicate in English—self-starting personality with an even disposition.
Always maintain a professional appearance and manner to ensure uniform and personal appearance are clean and professional of Front Desk Staff, kitchen staff, and bartenders.
Can communicate well with guests.
You must be willing to “pitch in, " help co-workers with their job duties, and be a team player.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
Basic mathematical skills and considerable skills in using a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk, and continuously perform behind the front desk.
Ability to observe and detect signs of emergencies.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and להי maintain effective working relationships with associates, customers, and patrons.
US work authorization is Required.

Nice To Haves

Serv Safe Management Certification
TIPS Alcohol Beverage Service Training

Responsibilities

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
Contact the appropriate individual or department to resolve guest calls, requests, or problems.
Implement company programs and supervise the daily operations of the Front Desk, Breakfast, Bar, and Kitchen to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure optimal quality service and hospitality are provided to the hotel customers.
Uses suggestive selling techniques to sell room nights and increase occupancy and revenue.
Train, direct the work of, and resolve issues/problems of the Front Desk and Food and Beverage team members to ensure a quality operation.
Adhere to company credit limit/floor limit policies.
Complete designated cashier and closing reports in the property management systems.
Build strong relationships with all direct reports in addition to Sales, Engineering, and housekeeping staff to assist when short-staffed and during high volume periods.
Cross-check billing instructions versus actual folios.
Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to guests, including pre-arrival, planning to meet guest requests, and/or historical preferences.
Ensures safety by following guest check-in security procedures and reporting suspicious activity to security and managers on duty.
Work with staff to ensure we enlist new enrollment to the Marriott Bonvoy program and become a role model for properly recognizing Elite status based on level.
Take responsibility in the absence of the Front Desk Manager.
Assist Housekeeping when necessary.
Have a valid driver's license
Drive the Hotel Shuttle when needed.
Supervises daily F&B shift operations, maintains brand standards, and emphasizes service, presentation, and cleanliness to maximize functionality and attractiveness.
Set, monitor, and control budget for the bar.
Organize promotional activities.
Monitor and order supplies and inventory for kitchen, bar, and gift shop.
Contact the appropriate individuals or departments (e.g., Housekeeping, Engineering) as necessary to resolve a guest issue, request, or problem.
Process all guest check-ins by confirming reservations in the computer system, verifying guest identity, requesting forms of payment, assigning rooms, and activating and issuing room keys.
Complete all brand service training besides Serv Safe Management Certification and TIPS Alcohol Beverage Service Training.
Ensure rates match market codes and that any exceptions are documented.
Maintain confidentiality of proprietary information and protect company assets.
Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 50lbs without assistance.
Remain calm and alert, especially during emergencies and/or heavy hotel activity, as a role model for clerks and other employees.
Resolve customer complications and complaints by thoroughly researching the situation and determining the most effective solutions.
Make decisions and act based on previous experience and good judgment, sometimes revising approaches to accommodate unusual situations.
Authorize revenue allowances to remedy problems only after offering alternative solutions.
Comply with attendance rules and be available to work regularly.
Must dress consistently in professional clothing and shoes.
Perform any other job-related duties as assigned.