Front Desk Supervisor

Job Description

Job Description

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are looking for our next great team member to join us on our Front Office team. We are committed to providing you with:

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent-managed properties in North America for you & your family members
• Discounts at Marriott properties globally
• Paid time off

Here is what you will be doing each day:

As a Front Desk Supervisor, you will be a leader on the front lines of our guest services team overseeing shift supervision of the Front Desk Agent team and responsibilities.

Does this sound like you?

You enjoy a fast-paced environment. You have a calm disposition under pressure and enjoy solving problems. You always take the extra step to wow someone on a special occasion and love being a part of a team. You have a high aptitude for working with computer systems and can catch on quickly to new processes. You are able to stand for a full 8-hours shift and are looking for some flexibility in a job, so working a variety of different shifts, including days, evenings and weekends works for your personal life.

At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.

Some day to day tasks you may encounter in this position include but are not limited to:

• Overseeing the completion of the daily checklist at the Front Desk.
• Addressing and resolving guest concerns in a timely and professional manner.
• Ensuring clear and efficient communication between the Front Desk and other departments throughout the shift.
• Greeting guests immediately with a friendly and sincere welcome. Using a positive and clear speaking voice, listening to and understanding requests, responding with appropriate actions and providing accurate information such as outlet hours and local attractions.
• Promoting Crescent and brand specific marketing programs.
• Checking guests in and out, making appropriate selection of rooms based on guest needs. Coding electronic keys. Nonverbally confirm the room number and rate.
• Responding to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implementing company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Supervising and providing guidance and leadership to the Guest Service Agents. Communicating effectively both verbally and in writing to provide clear direction to staff.
• Remaining calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolving customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Making decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorizing revenue allowances to remedy problems only after other alternative solutions have been offered.

REQUIRED SKILLS AND ABILITIES:

• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Can communicate well with guests.
• Must be willing to “pitch-in” and 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 and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of 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 emergency situations.
• 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.

Preferred experience

Prior hospitality supervisory experience in a full service hotel setting. Marriott experience strongly preferred. Knowledge in using Lightspeed program.