Front Desk Supervisor

Job Description

Job Description

SUMMARY

We are seeking a highly motivated and experienced Front Desk Supervisor to join our team at the Residence Inn by Marriott Baltimore White Marsh! 

The Front Desk Supervisor is primarily responsible for the success of the Front Desk Operations, for ensuring that guest satisfaction and quality standards are met and for managing all areas within the Front Desk, Guest Services, Reservations and PBX according to brand standards. The Front Desk Supervisor is also charged with displaying exemplary performance for staff to follow.

Seeking an individual with Leadership and supervisor experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

• Maintains guest service as the driving philosophy of the operation
• Personally demonstrates a commitment to guest service in responding promptly to guests’ needs
• Committed to making every guest is satisfied
• Meets or exceeds guest satisfaction measures
• Ensures hotel standards and services contribute to the delivery of consistent guest service
• Implements and demonstrates the Gulph Creek Hotels pillars on a daily basis.

Front Desk Operations

• Lead by example by responding to guest requests and concerns in a way that ensures customer satisfaction and repeat business 
• Complete thorough research to resolve customer complaints in the most effective and efficient manner possible
• Use previous experience, good judgment, and the Gulph Creek Pillars to guide your decision making.  Be prepared to revise your approach as new information is discovered   
• Meets or exceeds guest satisfaction measures
• Exceptional Service skills and standards
• Direct daily activities at the Front Desk, Guest Services, Night Audit, PBX and Reservations
• Schedule according to the needs of the operation, ensuring proper coverage primary PM Shift 
• Handles collection efforts of all in-house balances and notifies management of potential liabilities
• Balances all cash, check, credit card and ledger accounts through verification, shift reports and performs audit functions if assigned 
• Serve as Manager-on-Duty 
• Comply with all standards and regulations to encourage safe and efficient hotel operations
• Attend regular stand-up and staff meetings
• Establish and maintain professional demeanor and standards of performance of all Front Office staff
• Maintain regular attendance in compliance with company policy and be available to work on a regular basis
• Maintain high standards of personal appearance and grooming in accordance with company policy
• Approach all encounters with guests and employees in a friendly, service-oriented manner
• Remain calm and alert in emergency situations, ensuring guest and team safety 
• Assist with covering shifts to ensure proper coverage, if needed
• Must be able to work weekends and holidays
• Flexible work schedule & primary schedule 8am-4pm and 4pm-12am