FRONT DESK SUPERVISOR

MDM Group Marriotts•Miami, FL

13d•Onsite

About The Position

Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact the appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest calls, requests, or problems. 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. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to the room. Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to the manager; complete safety training and certifications.

Responsibilities

Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Address guests' service needs in a professional, positive, and timely manner.
Assist other employees to ensure proper coverage and prompt guest service.
Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Thank guests with genuine appreciation and provide a fond farewell.
Anticipate guests' service needs, including asking questions of guests to better understand their needs watching/listening to guest preferences, and acting on them whenever possible.
Assist individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions, and provide input on possible improvements.
Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).