Front Desk Supervisor

HEI Hotels & Resorts•Atlanta, GA

5d•Onsite

About The Position

Assist the Front Office team in achieving customer satisfaction and quality service. Ensure that guest arrivals, departures, and other guest-contact experiences are handled efficiently and in a friendly manner. Welcome guests promptly, listen to and understand their requests, respond appropriately, and provide accurate information about hotel outlets and local attractions. Complete guest registration using a computer system, confirm relevant details such as guest count and room rate, and verify and imprint credit cards for authorization. Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for clerks and other associates. Research and resolve guest complications and complaints by identifying effective solutions, using sound judgment and adapting to unusual situations. The Westin Atlanta Perimeter North is a transformed hotel in Atlanta, Georgia, offering guest rooms and suites, an outdoor pool, a 24-hour fitness center, spa treatments, and 17 event venues. The employer encourages qualified applicants to apply even if their experience does not align with every listed qualification and welcomes U.S. military candidates.

Requirements

At least one year of customer service experience in hospitality or a similar industry.
Ability to deal effectively with internal and external customers, including situations requiring patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Ability to adapt communication style to different audiences, including supervisors, coworkers, and the public.

Nice To Haves

Prior Marriott experience preferred.
Prior experience in a full-service hotel preferred.

Responsibilities

Support the Front Office team in achieving customer satisfaction and quality service.
Ensure guest arrivals, departures, and other guest-contact experiences are conducted efficiently and in a friendly manner.
Greet guests promptly and sincerely; listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration by entering and retrieving information in a computer system and confirming details such as guest count and room rate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Remain calm and alert during emergencies and heavy hotel activity, serving as a role model for clerks and other associates.
Research and resolve customer complications and complaints by determining effective solutions.
Make decisions and take action using experience and good judgment, adapting the approach to unusual situations.