Front Desk Supervisor

Horseshoe Bay Resort • Virginia Beach, VA

7d • $19 - $21 • Onsite

About The Position

The Front Desk Supervisor oversees Guest Service Agents and supports front desk operations at the Delta Hotel by Marriott Virginia Beach Waterfront. The role involves directing and coaching staff, greeting guests, completing guest registrations and checkouts, processing payments, responding to guest requests, and resolving service issues. The supervisor is expected to remain calm during busy periods and emergencies, make sound decisions, and maintain professional, courteous interactions with guests and associates. The position requires standing and continual mobility throughout the front office area and regular attendance.

Requirements

• Ability to communicate in English, verbally and in writing.
• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner.
• Communicate effectively with guests and coworkers; demonstrate teamwork and willingness to help coworkers.
• Effectively deal with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Basic mathematical skills and considerable calculator skills to perform moderately complex calculations accurately.
• Ability to access and accurately enter information using a moderately complex computer system.
• Ability to stand, walk, and continuously perform duties behind the front desk.
• Ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers, and patrons.
• Maintain work habits that meet or exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance.
• Adapt to changes in the work area and hotel procedures, learn new skills or improve existing ones, solve routine problems, and ask for help when unsure.

Responsibilities

• Communicate directions to staff, assign and explain work to Guest Service Agents, observe performance, and encourage improvement.
• Greet guests and provide accurate information about hotel services, outlet hours, and local attractions.
• Complete guest registration, including entering and retrieving information in the computer system, confirming guest and rate information, selecting rooms, coding electronic keys, and providing welcome materials.
• Close out guest accounts at checkout and, when appropriate, negotiate compromises or authorize revenue allowances to address dissatisfaction.
• Verify and imprint credit cards, handle cash, make change, balance an assigned house bank, accept and record other forms of payment, and post charges to guest and house accounts.
• Respond to guests’ special requests, needs, problems, issues, and concerns, and accommodate groups to support guest satisfaction and repeat business.
• Supervise Guest Service Agents.
• Remain calm and alert during emergencies and periods of heavy activity, serving as a role model for employees.
• Research and resolve customer complications and complaints, identify effective solutions, and authorize revenue allowances only after other alternatives have been offered.
• Comply with attendance rules and maintain regular availability for work.
• Perform other job-related duties as assigned.

Benefits

• Highly competitive wages.
• An exceptional benefit plan for eligible associates and family members.
• 401(k) matching program for eligible associates.
• Flexible scheduling.
• Discounts at Crescent-managed properties in North America for associates and family members.
• Marriott Employee Room Rate Discount Program.
• Health and wellness programs.
• Learning and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed