Front Office Supervisor - Providence Marriott Downtown

Job Description

Job Description

Front Desk Supervisor - Providence Marriott Downtown

 

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Responsible for shift operations of the Front Desk and At Your Service. Train and supervise Front Desk and AYS associates. Ensure delivery of outstanding guest service, successful check-in and check-out of guest rooms, respond to all inquiries regarding guest reservations and guest requests. The Front Office department and AYS will act as a "service and information hub" for all inquiries. Support rate strategies put in place by the Revenue Manager and Sales Department, and maximize the walk-in potential revenue. Promote complete guest and employee satisfaction, and keep it ALIVE within the department. Support the FOM and AFOM with enforcement of SOPs and directives. Play a key role in shift change communication.

ESSENTIAL FUNCTIONS:

Journey Philosophy - Demonstrate knowledge of the MeyerJabara Journey Philosophy and practices, culture, terminology, organizational structure and principles. That philosophy should be portrayed in the professional appearance, behavior, integrity, openness and accessibility to employees. Achieve performance objectives in accordance with the components of empowerment and principles of leadership. Your role is that of Coach and Mentor to the other associates in the Front Office area.

Supervisory Responsibility - Demonstrate strong working knowledge and support of, departmental SOPs, hotel LSOPs and overall familiarity with company SOPs. Portray a professional manner with regard to appearance, behavior, ethics, and compliance with policy. Promote effective people/supervisory skills through reward and recognition as well as progressive discipline, thus ensuring a positive and productive work environment.

Communications - Communication should be accurate and timely. Use successful communication techniques to ensure staff has a clear understanding of information. Prepare clear, legible and concise correspondence, memos, letters, instructions and reports following the correct format. Effective verbal communication will be key.

Financial Responsibility - Control departmental expenses through effective use of forecast data, proper scheduling, responding to business fluctuations. Control departmental expenses through adherence cash and credit policies and overall follow-up to issues that affect profit or loss.

Human Resources - Be fully aware of all Human Resources SOPs and LSOPs as it pertains to the following: hiring, orientation, training, PA processing. Model strong employee relations qualities by developing teamwork and maintaining high morale, and introducing incentive opportunities to the team. Promote solid solutions to the Associate Opinion Survey and support these action plans. Participate in HR associate planned events.

Safety & Security - Be active in the management role of safety and security. Must be versed in all emergency and injury/accident reporting procedures. Implement steps to ensure the safety of the staff, guests and the owner's investments. Commit to non-disclosure of guest information.

Technical Knowledge - Demonstrate thorough knowledge of hotel PMS system and MARSHA reservations system. Fully utilize the programs to aid in delivery of outstanding guest service. Know the report capabilities and utilize them to communicate pertinent information and troubleshoot guest related challenges and/or inquiries. Utilize the programs to "manage the house" and ensure requests are met.

Projects/Special Assignments - Develop and implement creative guest service differentiators for the Front Office Areas. Initiate and complete special projects as assigned by the FOM in the areas of , but not limited to, training, SOPs and guest service.

Problem Resolution: As the "service hub" of the hotel, manage the resolution of problems to insure they are corrected in a timely manner, correctly and to the guests' satisfaction. Implement empowerment procedures among the staff so that any and all guest related concerns or challenges can be addressed and corrected on the spot.

Absolute commitment to improved Guest Satisfaction Scores.