JW Marriot Front Office Supervisor

AHC Hospitality•Grand Rapids, MI

2d•Onsite

About The Position

The JW Marriott Grand Rapids is seeking an ideal candidate to provide the highest level of service for all guests and associates. This position will oversee the front office and valet operations during the overnight hours. The applicant must demonstrate the ability to lead a team and produce results. They must have a teamwork attitude, strong attention to detail, and be able to demonstrate the skills necessary to ensure exceptional customer service experiences in all interactions with guests and other employees.

Requirements

Experience as a leader in operations with a front office focus preferred.
Full Service Marriott experience preferred.
Degree in business or hospitality management preferred.
High school diploma or equivalent required.
Salesforce/GXP system knowledge is preferred.
Hospitality Degree from a higher education institution is preferred.
Related experience is required.
Understand the mission, vision, and game plan of the brand and the hotel.
Extensive knowledge of hotel operations especially Front Office.
Above average understanding of Marriott hotel operations and services preferred.
Advanced guest service and interpersonal skills.
Knowledge of problem-solving tools and techniques for customer issues, as well as internal issues.
Strong communication skills including the ability to deal effectively with vastly diverse employees.
Comprehensive understanding of leadership skills and has the ability to apply them.
Ability to use standard software applications and hotel systems.

Nice To Haves

Full Service Marriott experience
Degree in business or hospitality management
Salesforce/GXP system knowledge
Hospitality Degree from a higher education institution

Responsibilities

Supervise front desk staff to ensure adherence to all hotel policies, procedures, regulations, and standards, while striving towards guest satisfaction.
Ensure front desk operations work in a professional manner at all times.
Perform front desk agent and at your service responsibilities.
Responsible for training of new hires and aiding in their development.
Responsible for the efficient and professional running of the front desk, including relationships with other departments.
Ensure smooth check-in and check-out of all guests by properly handling guest accounts.
Work to complete guest requests and handle guest opportunities at first contact.
Complete inventory for office supplies and inform managers when ordering is needed.
Stock items per Marriott requirements, ordering consistently to ensure stocked and guest ready.
Understand the Quality Assurance inspection and perform in a way that adheres to the foundation for service set by the audit.
Lead by example: Display poise and grace toward all guests, be highly familiar and adhere to all policies, procedures, and culture standards set forth by the JW Marriott brand.
Assist all associates with questions and aid with guest opportunities when needed.
During peak hours, be at the front desk to ensure efficient and smooth service is provided to all guests and lead from the lobby to set the tone and example for associates.
Create a productive and positive atmosphere at the desk, promoting a great attitude and a friendly, team player work environment.
Empower all associates to provide outstanding service by using their empowerment guidelines.
Be a problem seeker and work to provide a memorable experience overall for guests.
Ensure that work area is always clean, neat, and organized.
Plan and conduct monthly meetings.
Conduct Daily Rehearsal each shift by providing important information to associates while creating positive energy.
Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.
Bank out cashiers at the end of each shift according to the blind drop procedure.
Review room status and be aware of occupancy, arrivals, departures, and rooms on maintenance.
Ensure that all Marriott Reward Guests, VIP guests, and repeat guests are identified, recognized, pre-blocked, and special treatment is brought to the room.
Review cash status report and take appropriate action to resolve all problems.
Ensure that any in-house accounts do not carry any unusual outstanding balances.
Complete work or special projects as assigned and meet due dates.
Conduct one-on-ones with associates to set goals and assist with their development.
Have a full understanding of the documentation process; be able to write documentation and issue.
Write and conduct reviews for associates meeting their 90-day or annual requirements.
Report to work on time with proper uniform, including name tag. Personal appearance must comply with the hotel's standards.
Check with immediate supervisor for additional information or tasks.
Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments.
Develop a thorough knowledge of the products, including hotel rooms, types of rooms, amenities, and services of the hotel.
Develop knowledge about frequent guests and their special requests and needs.
Be proficient in PMS, MARSHA, MICROS, Saflok, Outlook, HotSOS, and all other used programs.
Be able to work according to budget; keep a constant eye on staffing levels and control costs.
Be knowledgeable of service standards and JW Performances; lead each day by displaying the performances and teaching others how to provide the best possible service.
Be knowledgeable of Grand Rapids and offerings in the local area.
Report any unusual occurrences immediately to the Rooms Division Manager.
Knowledge of Marriott and AHC’s Front Office Standard Operating Procedures.
At all times strive to represent Marriott in the most professional, courteous manner.