Front Desk Supervisor (Pm) - Glass Light Hotel & Gallery

The Glass Light Hotel and Gallery in downtown Norfolk is seeking qualified candidates for the position of:Front Desk Supervisor. Our team will be actively engaged in creating unique experiences for guests unlike any other in the area, blending all service touch points and delivering warm, friendly and personalized service. Exactly Like Nothing Else.

Summary:

The successful candidate should be outgoing and friendly with a social personality and an intuitive talent for customer service. We want our guests to feel as though they can get anything they may want while being proactive and creative in experiences that leave lasting memories. The Front Desk area is the hub of communication throughout the hotel and is a critical spoke of the wheel in creating success. Members will embrace team spirit and a warm, people oriented mind-set.

Responsibilities:

• The Front Desk Supervisor is at the helm of the Front Desk service in the Hotel. The Front Desk Supervisor will ensure our Desk Agents are genuinely original, provide instinctual service and are urban insiders of the many local happenings.
• Ensures that standards and procedures are being followed as per Glass Light Pillars and Marriott Brand Standard Audit Compliance.
• The Front Desk Supervisor will supervise a team of one or more Agents per shift, maintain a log of occurrences during the shift, train shift Agents in concierge services, property management proficiency, complaint management, and enhanced guest service. The Supervisor will be the Front Desk communications conduit for the Housekeeping, F&B, Maintenance and Valet departments while on duty.
• What we look for in a good Front Desk Supervisor candidate is a person who likes helping people and being friendly no matter the work situation; can think fast, act quick, display grace under pressure; have good communication ability with guests and staff, and enjoys having fun at work. The candidates we seek will also have good skills to train and develop their shift Agents and be accountable for the results of their team.
• Proactively engage with guests as to Bonvoy status and preferences.
• Ensure proper preparation is done in providing guests a smooth and enjoyable check-in and check-out experience.
• Proactively provide guests with room, hotel, restaurant, gallery and local information.
• Present yourself in a professional manner at all times in a clean uniform and name tag.
• Professionally respond to guests via text and e-mail as outlined in established protocol.
• Answer incoming and in-house phone calls.
• Accurately account for financial transactions during a shift.
• Promptly respond to guests concerns utilizing established channels of communication and documentation processes.
• Position may require extended lengths of time standing.
• This is a hands on position requiring interaction with various departments throughout the hotel.
• Flexible to work AM/PM shift coverage.
• Hotel operates 24 hrs a day, 7 days a week.
• HAVE FUN, LEARN AND GROW

Benefits Available:

• Daily Pay
• Holiday Pay
• Paid Time Off
• Travel Discounts though Marriott
• Free Parking
• Medical
• Dental
• Vision
• 401k with Employer Match
• Life Insurance
• Short Term Disability