Front Office Supervisor

Spire Hospitality•Burbank, CA

1d•$23•Onsite

About The Position

The Los Angeles Marriott Burbank Airport Hotel is looking for an energetic, professional Front Desk Supervisor with exceptional guest service experience. Position Purpose: Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet high standards of quality.

Requirements

Ability to effectively deal with internal associates and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse tense situations, collect accurate information, and resolve conflicts.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to listen effectively and to speak English clearly.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk, and continuously perform behind the front desk.
Hearing and visual 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 analyze and make judgments.
2 consecutive years as a Hotel Front Desk Supervisor at a Full Service Hotel.
or 4 consecutive years as a Hotel Front Desk Supervisor at a Select Service Hotel.
or 6 consecutive years as a Hotel Front Desk Agent

Responsibilities

Communicate effectively both verbally and in writing to provide clear direction to staff.
Assign and instruct guest service representatives in the details of work.
Observe performance and encourage improvement.
Greet guests immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
Promptly complete the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including the number of guests and room rate.
Promote marketing programs.
Make an appropriate selection of rooms based on guest needs.
Code electronic keys.
Nonverbally confirm the room number and rate.
Provide welcome folders containing keys, certificates, coupons, and refreshment center keys as appropriate.
Close out guest accounts at the time of checkout.
In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change, and balance an assigned house bank.
Accept and record vouchers, travelers checks, and other forms of payment.
Perform accurate moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear English language.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages, and facsimiles for customers as requested.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and other employees.
Resolve customer complications and complaints by conducting thorough research on the situation and identifying the most effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.