Overnight Hotel Front Desk Supervisor

Job Description

Job Description

Location:

JW Marriott Marquis Miami | 255 Biscayne Blvd Way, Miami Florida 33131 USA

Begin

• Explore a career in hospitality

• People taking care of people

• Have flexibility in your career

• Be an influencer in the industry

• Fulfill your purpose

Belong

• Be a part of an inclusive environment

• Be your authentic self

• Be a part of something bigger than you

• Be a part of a community far beyond our walls

Become

• We go where you want to go

• Achieve both career goals and life goals

• Adapt and grow

• Thrive on challenge and growth

Do your best work, begin your purpose, belong to an amazing team and become the best version of you.

Compensation: Hourly

Schedule: Full-Time

Position Type: Non - Management

Work setting : on-site

Benefits

• Health Insurance
• Dental and Vision
• Paid Time Off
• 401K
• Parking and Metro Reimbursement
• Travel Perks and Benefits
• Recognition and Rewards
• Growth Opportunities
• Holiday pay
• Free Meals
• Free uniforms
• Free life insurance
• Free short-term disability
• Exclusive Discounts via LifeMart
• …and much more!

Job Summary:

Review shift logs/daily memo books and document pertinent information in logbooks. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest opportunities. Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key or mobile keys. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to the room.

Assist management in training, motivating, and coaching new and existing employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Job Family Core Work Activities

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Assists Management

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Support all co-workers and treat them with dignity and respect.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Reports/Recordkeeping

• Complete designated cashier and closing reports in the computer system.

Maintenance/Security

• Notify Security of any guest reports of theft.

Candidate Profile

Analytical Skills

• Problem Solving
• Learning
• Computer skills
• Decision-Making

Interpersonal Skills

• Team Work
• Customer Service Orientation
• Interpersonal Skills
• Diversity Relations

Communications

• Listening
• Communication
• English Language Proficiency
• Telephone Etiquette Skills
• Applied Reading
• Writing
• Electronic communication

Personal Attributes

• Dependability
• Integrity
• Positive Demeanor
• Initiative
• Stress Tolerance
• Adaptability/flexibility
• Presentation
• Safety orientation
• Innovation
• Self development

Organization

• Planning and Organizing
• Multi-tasking
• Time management
• Detail Orientation

Physical Abilities

• Visual Acuity

Assists management

• Resolving Conflict
• Team Building

Education or Certification

• High school diploma/G.E.D. equivalent

Education:

High school diploma/G.E.D. equivalent

Related Work Experience:

At least 1 year of related work experience

Supervisory Experience:

At least 1 year of supervisory experience

License:

N/A

Our Mission

We provide genuine hospitality by inspiring strong relationships with our guests, associates, and partners to make a difference in our community.

Our Vision

To be the leading choice in Miami by welcoming guests from all over the world, offering fun, innovative, and unique hotel experiences while developing our communities.

Our Core Values

We Inspire People

We Embrace Innovation

We Pursue Accountability

Marriott Careers:

JW Marriott Marquis Miami

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E-VERIFY

MDM Hotel Group participates in the Electronic Employment Eligibility Verification Program.

MDM Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. MDM Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.

If you’re looking to make a measurable impact in a Luxury Hospitality organization, we’d love to hear from you.