Front Office Supervisor

The Kessler Collection is made up of 11 artful hotel and resort properties, 25 restaurants, and over 1,700 Grand Performers across seven states, we continue to grow and so will you! The opportunities are endless. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being.

We believe people want to be inspired! 

Our Grand Performers Receive Many Benefits Including:

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Pet Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

The overall objective and purpose of the Front Desk Supervisor are to support our mission by leading the team in executing front desk-related responsibilities to the Kessler Collection standards. This includes relentlessly inspiring, coaching, and training staff to exceed our guests’ expectations. 

Primary areas of responsibility include, but are not limited to the following:

• Supervise Front Office Grand Performers, ensuring the execution of KQA and BSA standards.
• Provide hands-on training and continuous coaching to subordinates, supervising the execution of service-related tasks to assist in the efficient and professional operation of the Front Office.
• Maintain the integrity of our guests’ privacy, including confidentiality of personal information, as well as key control
• Maintain complete knowledge and ensure compliance with company policies and standard operating procedures.
• Plan and organize daily shifts. Effectively delegate tasks and responsibilities to subordinates, audit work for accuracy, and monitor outcomes
• Ability to perform all Front Office related tasks
• Train, mentor, and develop Grand Performers to the standards of a world-class property and intuitive service experience.  Assist in developing leaders and bench strength through the implementation of the Job Coach program
• Have a thorough knowledge of the product, including room types, amenities, services, and brand standards
• Stay informed of sales strategies, packages, promotions, and discounts, and understand the impact on other departments
• Conduct interviews and give feedback on candidates. 
• Assists with corrective action to continuously improve service results.

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
• Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.
• Generates alignment - Ensures proper time and effort is spent to build high-level performance and consistency throughout collection.
• Leads with courage - Provides a culture of accountability.
• Execution of plans - Utilizes our systems, tools, and resources to accomplish results and achieve goals
• Advanced level of written, verbal, and interpersonal communication skills.
• Ability to implement and uphold service standards
• Ability to prioritize and organize work assignments
• Ability to work well in stressful, high-pressure situations
• Comprehensive knowledge of a safe work environment

• High school diploma or General Education Degree – required
• 1+ years of relevant work experience in similar scope and title – required
• Experience within luxury brand/markets – required
• Experience with Opera – preferred

Supervisory and leadership responsibilities include achieving results through providing direction and accountability of the following Grand Performers within the culture and policies established by the Kessler Collection. 

• Front Desk Agents
• Telephone Operators

The work environment/conditions described herein are representative of those that an incumbent may experience.

• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice.

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. 

• While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
• Push, pull, and lift up to 50lbs on a weekly basis.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus,  airplane or other means of transportation which require sitting, waiting, and standing for long and short periods of time.