Front Desk Supervisor

Job Description

Additional Information: This hotel is owned and operated by an independent franchisee, Ironwave Management . 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.

Description

Ironwave is a premier hospitality organization that strives to create an experience that enriches the lives of not only our guests but also all those involved with our organization, including the employees. We do this through superior guest accommodations, legendary customer service, and treating guests and employees with respect and courtesy. Currently, we are seeking a reliable individual to fill the Operations Supervisor position.

Job Summary : Supervise the daily operations of the Front Desk, Breakfast, Bar, Kitchen, and Gift Shop to maximize revenues and profits while attaining optimal guest satisfaction.

Manager: The Operations Supervisor reports directly to the property's Assistant General Manager, Operations Manager, and General Manager.

Supervisory: This position oversees the Front Desk, Bar, Kitchen, and Retail/Gift Shop.

Responsibilities:

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
• Contact the appropriate individual or department to resolve guest calls, requests, or problems.
• Implement company programs and supervise the daily operations of the Front Desk, Breakfast, Bar, and Kitchen to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure optimal quality service and hospitality are provided to the hotel customers.
• Uses suggestive selling techniques to sell room nights and increase occupancy and revenue.
• Train, direct the work of, and resolve issues/problems of the Front Desk and Food and Beverage team members to ensure a quality operation.
• Adhere to company credit limit/floor limit policies.
• Complete designated cashier and closing reports in the property management systems.
• Build strong relationships with all direct reports in addition to Sales, Engineering, and housekeeping staff to assist when short-staffed and during high volume periods.
• Cross-check billing instructions versus actual folios.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to guests, including pre-arrival, planning to meet guest requests, and/or historical preferences.
• Ensures safety by following guest check-in security procedures and reporting suspicious activity to security and managers on duty.
• Work with staff to ensure we enlist new enrollment to the Marriott Bonvoy program and become a role model for properly recognizing Elite status based on level.
• Take responsibility in the absence of the Front Desk Manager.
• Assist Housekeeping when necessary.
• Have a valid driver's license
• Drive the Hotel Shuttle when needed.
• Supervises daily F&B shift operations, maintains brand standards, and emphasizes service, presentation, and cleanliness to maximize functionality and attractiveness.
• Set, monitor, and control budget for the bar.
• Organize promotional activities.
• Monitor and order supplies and inventory for kitchen, bar, and gift shop.
• Contact the appropriate individuals or departments (e.g., Housekeeping, Engineering) as necessary to resolve a guest issue, request, or problem.
• Process all guest check-ins by confirming reservations in the computer system, verifying guest identity, requesting forms of payment, assigning rooms, and activating and issuing room keys.
• Complete all brand service training besides Serv Safe Management Certification and TIPS Alcohol Beverage Service Training.
• Ensure rates match market codes and that any exceptions are documented.
• Maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50lbs without assistance.

Responsibilities:

Remain calm and alert, especially during emergencies and/or heavy hotel activity, as a role model for clerks and other employees. Resolve customer complications and complaints by thoroughly researching the situation and determining the most effective solutions. Make decisions and act based on previous experience and good judgment, sometimes revising approaches to accommodate unusual situations. Authorize revenue allowances to remedy problems only after offering alternative solutions.

Comply with attendance rules and be available to work regularly.

Must dress consistently in professional clothing and shoes.

Perform any other job-related duties as assigned.

Requirements/Skills:

• Must have the ability to communicate in English-self-starting personality with an even disposition.
• Always maintain a professional appearance and manner to ensure uniform and personal appearance are clean and professional of Front Desk Staff, kitchen staff, and bartenders.
• Can communicate well with guests. You must be willing to "pitch in, " help co-workers with their job duties, and be a team player.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Basic mathematical skills and considerable skills in using a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk, and continuously perform behind the front desk.
• Ability to observe and detect signs of emergencies.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers, and patrons.

This is a Full-Time position. Rate: $25.00/hour. US work authorization is Required.


We care about your well-being and offer a benefits package that covers your health, financial, and personal needs: 401k + company match PTO Company-paid holidays Medical, dental & vision coverage Mental health support available through Ginger Pre-tax benefits Employee Assistance Program Employee referral incentives for successful hires. Furthermore, this description is subject to change at the sole discretion of the Company and in no way creates an employment contract, implied or otherwise; each employee remains, at all times, an "at will" employee.

Performance Standards

Customer Satisfaction:

Our customers are what we are about. One key to a positive guest experience is positive interaction with Ironwave staff. It is essential that you always remain professional and treat all guests and associates with courtesy and respect under all circumstances. Every working minute of every day, every Ironwave associate is a guest relations ambassador.

Work Habits:

To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. It would be best if you were adaptable to changes in your work area and hotel procedures, willing to learn new skills and improve existing ones, could solve routine problems on the job, and asked for help whenever you were unsure how to do something.

Safety & Security:

The safety and security of our guests and associates are of the utmost importance to Ironwave. Every Ironwave associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, effectively reporting safety hazards and concerns, maintaining the confidentiality of proprietary information, and protecting company assets.

Note:

This description excludes non-essential and marginal functions of the position that are incidental to performing the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Instead, they represent the typical elements and criteria necessary to perform the job successfully. The associate may assign other job-related duties.

This company is an equal opportunity employer.

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