Front Desk Supervisor - Franchised

Additional Information: This hotel is owned and operated by an independent franchisee, Laurel Lodging. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

JOB SUMMARY

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• To assure that all Front Desk Agent's provide the highest quality of service to the customer at all times 
• To greet and register guests and provide room assignments, accommodating special requests whenever possible, assist in the pre-registration and blocking of reservations 
• Have working knowledge of reservations procedures, take reservations, and know cancellation procedures and Walk Policy 
• Handle and supervise guest check-ins and checkouts efficiently, in a friendly and professional manner.
• Provide information to all guests in a courteous and informative manner. Do not volunteer information about guests or associates - only indicate whether or not they can be reached 
• Handle complaints courteously, when necessary, relay through Front Office Manager for appropriate action and enter in the follow up log 
• Handle lost and found by taking relevant messages and completing Lost and Found form and directing to proper department 
• Communicate with incoming shift by logging pertinent information in the front office log 
• Ensure that all cash, check and miscellaneous departments are in balance at the end of each shift 
• Assure that the appropriate shift checklist daily 
• Keep housekeeping informed of any special requests (per Hot Sheet), late checkouts and special need areas in the hotel 
• Receive and transmit mail, phone and written message for guests (in absence of voice mail system) 
• Answer inquires pertaining to hotel services, shopping, dining, entertainment and travel directions 
• Assist guests in obtaining information, call airlines, rent-a-car companies, etc. 
• Post room charges, food and beverage charges, phone charges, compute guest bills using PMS, collect payment and make change for hotel guests following all handling procedures as required. 
• Ensure adequate key cards are available for assignment of guestrooms 
• Attend to special service request including securing of guest valuables in safety deposit boxes, assure that complimentary amenities are delivered to VIP's at the time required 
• Maintain a log of items borrowed from the Front Desk and deliver items when necessary, i.e., Iron's ironing boards, blow dryers 
• Assure that the front office area neat, clean and free of safety hazards 
• Have knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts and how to handle each; and hotel credit and check cashing policies and procedures 
• Be knowledgeable of AAA and its benefits and any current promotions being offered. 
• Responsible for proper telephone etiquette 
• Develop a thorough knowledge of the hotel's PMS. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy 
• Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department 
• Wear proper uniform and name tag at all times and assure that all Front Desk Agents are in accordance with the standards of appearance 
• Contribute and support the hospitality programs and training seminars to ensure their success. continue to practice skills taught 
• Attends and assists in conducting monthly front office meetings. 
• Train all new hires on their respective shifts. 
• Adhere to all work rules, procedures and policies established by the company. 
• Perform all other duties as assigned by management

Job Requirements

Educational/Vocational Preparation:  A High School Diploma/GED is required. Two years experience in a customer-facing role (ideally hotel front office). Previous supervisory experience is required. 

Qualifications: 

• Strong computer and Internet skills 
• Neat, clean, and professional appearance 
• Organized and detail oriented 
• Professionalism beyond reproach 
• Pleasant and helpful demeanor 
• Outstanding moral, ethical character 
• This position involves a high degree of social skills and ability to perform work under pressure. 
• Good oral and written communication skills 
• Fluent English-speaking and writing skills 
• Ability to maintain a pleasant, positive and helpful demeanor 
• Flexibility to work days, evenings, weekends, and/or holidays 
• Neat, clean, and professional appearance 

Job Specifications: 

Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes. 

Essential Skills: Requires familiarity with applicable franchise Front Desk standards and procedures or ability (gained through 2+ years of previous experience related employment) to quickly become familiar with resort procedures. Requires ability to operate all Front Office Equipment.

Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance. 

Must have ability to professionally represent the hotel, deal positively with the public in person and over the telephone.  Ability to work any and all shifts, holidays and weekends. 

Educational/Vocational Preparation: High school graduate or equivalent. Previous hotel front office experience preferred, however, ability gained through 2+ years related employment (sales, cashier) or on-the-job training may substitute for actual front office experience.

Benefits:

• Insurance 
• Paid time off 
• An added plus, If you like to travel, you will receive special team member hotel rates.

This company is an equal opportunity employer.

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