Overnight Hotel Front Desk Supervisor

MDM Group Marriotts•Miami, FL

3d•$18 - $20•Onsite

About The Position

This role is for an Overnight Hotel Front Desk Supervisor at the JW Marriott Marquis Miami. The position is full-time, non-management, and on-site. The supervisor will be responsible for overseeing front desk operations during the overnight shift, ensuring smooth check-ins and check-outs, addressing guest needs, and assisting management with training and operational tasks. The role emphasizes providing genuine hospitality and making a difference in the community.

Requirements

High school diploma/G.E.D. equivalent
At least 1 year of related work experience
At least 1 year of supervisory experience
Problem Solving
Learning
Computer skills
Decision-Making
Team Work
Customer Service Orientation
Interpersonal Skills
Diversity Relations
Listening
Communication
English Language Proficiency
Telephone Etiquette Skills
Applied Reading
Writing
Electronic communication
Dependability
Integrity
Positive Demeanor
Initiative
Stress Tolerance
Adaptability/flexibility
Presentation
Safety orientation
Innovation
Self development
Planning and Organizing
Multi-tasking
Time management
Detail Orientation
Visual Acuity
Resolving Conflict
Team Building

Responsibilities

Review shift logs/daily memo books and document pertinent information in logbooks.
Contact appropriate individual or department as necessary to resolve guest opportunities.
Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key or mobile 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 from outlets are scanned and charged to the room.
Assist management in training, motivating, and coaching new and existing 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 manager.
Complete safety training and certifications.
Follow all company policies and procedures.
Ensure uniform and personal appearance is clean and professional.
Maintain confidentiality of proprietary information.
Anticipate and address guests’ service needs.
Speak with others using clear and professional language.
Prepare and review written documents accurately and completely.
Answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Ensure adherence to quality expectations and standards.
Stand, sit, or walk for an extended period.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
Follow property specific procedures for handling emergency situations.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Maintain awareness of undesirable persons on property premises.
Follow company and department safety and security policies and procedures.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Protect the privacy and security of guests and coworkers.
Protect company tools, equipment, machines, or other assets.
Actively listen and respond positively to guest questions, concerns, and requests.
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 each and 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 and watching/listening to guest preferences and acting on them whenever possible.
Provide assistance to individuals with disabilities.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Answer telephones using appropriate etiquette.
Speak to guests and co-workers using clear, appropriate and professional language.
Provide assistance to coworkers, ensuring they understand their tasks.
Talk with and listen to other employees to effectively exchange information.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly.
Exchange information with other employees using electronic devices.
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.
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.
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.
Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Develop and maintain positive and productive working relationships with other employees and departments.
Support all co-workers and treat them with dignity and respect.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Comply with quality assurance expectations and standards.
Monitor the performance of others to ensure adherence to quality expectations and standards.
Enter and locate work-related information using computers and/or point of sale systems.
Complete designated cashier and closing reports in the computer system.
Notify Security of any guest reports of theft.