Front Office Supervisor

Front Office Supervisor

Marriott Madison South (LHP Madison1) - Madison, WI 53713

We are looking for a guest service driven supervisor for our Front Desk team! If you are passionate about hospitality, and enjoy enriching lives one experience at a time, apply today! As part of Legacy Ventures Hospitality, we look for innovative leaders, with an eye for innovation and a want to make an impact. Never looking for someone just looking for a job, but the people who want to rise to the top. Legacy allows for opportunities for growth and personal fulfillment, paying attention to the parts that keep us human and happy. We want to attract and retain associates that are engaged in our culture, delivering exceptional customer experiences, one experience at a time. By going our own way, we have created some of the best hotels, restaurants, and experiences. But the truth is, we want you to be the heart and soul of our hotel. People who are hungry to learn and who love their community. We want YOU on our team!

Summary: The Front Desk Supervisor is ultimately responsible for ensuring the satisfaction of the guests including accurate billing services, swift and efficient registration services and fostering a hospitable and professional atmosphere at all times.

Essential Duties and Responsibilities include the following. Other duties may be assigned by a supervisor as needed:

• Self-starting personality with an even disposition to effectively communicate with guests, team members and community.
• Be familiar with and adhere to Legacy Ventures Service standards as outlined in the Blueprint and other policies / rules of conduct, to include personal appearance / grooming, attendance and safe / efficient operations.
• Perform any other job related duties as assigned.
• Responsible for the smooth operation of check-ins and check-outs, guest services, guest satisfaction and rectifying any issues that arise.
• Responsible for scheduling the staff and is expected to be knowledgeable and capable of performing all front desk tasks.
• Communicates with the Housekeeping and Engineering Departments as needed regarding room and maintenance requests from the guests.
• Checks AM and PM discrepancy reports.
• Has complete working knowledge of software system, including all daily transactions and those which are not performed often.
• Has full understanding of software system and assists with reservations.
• Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.
• Can perform all of the front desk functions to include Guest Service Representative, PBX Operator, Reservationists, etc.
• Assists Guest Service Representatives as needed, checking guests in and out of the hotel and handles monetary exchanges, checks and credit cards received from the guests for payment of hotel charges.
• Ability to gives accurate directions to hotel facilities, rooms and local area attractions. Must seek out answers to all area requests if unknown or unfamiliar using given resources and/or the internet.
• Ensures proper staffing levels of Front Desk by assisting Front Office Manager in preparing weekly schedule and maintaining proper documentation (time cards, disciplinary procedures, reviews, etc.)
• Trains all new Front Office associates.
• Assists the Front Office Manager by handling special requests, group blocking and unusual circumstances.
• Acts as Front Office Manager when FOM is out of office.
• Comply with attendance rules and be available to work on a regular basis.
• Provides for a safe work environment by following all safety and security procedures and rules.
• Perform any other job related duties as assigned.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must have a flexible schedule and ability to work days, evenings or nights any day of the week, including weekends and holidays.

Must have exceptional customer service skills.

Demonstrated ability to perform multiple tasks in a busy environment and remain flexible.

Ability to work well in a team environment.

Must have a self-starting personality with an even disposition to effectively communicate with guests and staff.

Possess excellent written, verbal, and organizational skills. Computer literacy and financial management a must.

Education and/or Experience: High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other associates of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to ensure individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The associate is occasionally required to walk and reach with hands and arms.

The associate must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.