Front Office Supervisor

Additional Information: This hotel is owned and operated by an independent franchisee, Leisure Sports. 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.

PRIMARY FUNCTIONS

• Assist in the hiring, supervision, training, and development of Front Desk Agents, DTS-Operators and DTS-Delivery Attendants

• Be fully capable in all duties, responsibilities and expectations of the Front Office position

• Assist in ensuring LSI Human Resources policies and employment practices are followed in the Front Office Department

• Ensure responsiveness of staff to all guest questions and concerns

• Ensure that all Front Office policies and procedures are consistently enforced and followed by all staff

• Assist in providing the necessary tools for Front Office associates to perform their jobs in the most efficient and hospitable manner

• Assist in determining the requirements for, and follow up with, special groups and VIPs

• Assist in preparing and posting weekly schedules that are compatible with guest needs and budget guidelines

• Supervise the workload during your shift; complete checklists as required

• Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff

• Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club

• Assist in handling and resolving all guest issues

• Assist in updating group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed

• Serve as role model and set an example for service excellence within the Front Office

• Have a thorough understanding of Micros, Guestware and PMS systems, and be able to act as a troubleshooter; understand the basics of the MARSHA system; work closely with the Sales & Marketing Departments

• Conduct daily R Way Stand-Up meetings for department

• Other responsibilities or projects as assigned by the Front Office Manager

DRIVERS OF SUCCESS

• Initiative and Leadership

• Customer Service skills and the ability to focus staff on customer service

• Communication Skills

• Hiring, Training and Coaching Skills

• Organization Skills; Attention to Detail

• Dynamic and Outgoing Personality

PERFORMANCE MEASUREMENT

• Guest Retention and Satisfaction; Guest Survey scores

• Customer Service and Facility Walkthrough Scores

• Core Value Quick Check Scores

• Front Office Departmental P&L

• Quarterly Audit scores

• Staff Retention and Satisfaction

ESSENTIAL PHYSICAL REQUIREMENTS

• Able to write, speak clearly, read, hear and see

• Standing for prolonged periods

• Walking, bending, kneeling

• Lifting and carrying (up to 30 lbs.)

• Typing and computer operation

• Occasional telephone work/use

Health Benefits (Medical, Dental, Vision, FSA, HSA), 401(k) Plan, 401(k) Company Match, Sports Club Membership, Marriott Associate Room Rate Discount and more...

This company is an equal opportunity employer.

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