Front Desk Supervisor

Primary Purpose:

The primary purpose of the Front Desk Supervisor is to ensure an exceptional guest experience while ensuring all standard operating procedures pertinent to the Front Office Department (including brand standards and the Owners's vision of Customer Service) are being followed.

Work Performed:

The Front Desk Supervisor will be tasked with the following duties, responsibilities, and assignments:

• Supervise / direct reports by ensuring Associates understand employment practices, recommending employment decisions and corrective action, supporting performance management, and implementing discipline.
• Ensure that Associates are meeting guest needs and appropriately responding to any guest concerns and escalating as appropriate ;
• Create a best-in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, increasing guest loyalty, and maintaining relationships;
• Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner ;
• Ensure financial goals of the department are being met by managing labor costs; controlling expenses for supplies and equipment, and determining revenue-driving initiatives;
• Perform or assist with cleaning duties as necessary ensuring the hotel is achieving Cleanliness Assured Standards ;
• Evaluate and recommend revenue driving initiatives and monitor revenue performance ;
• Recommend and implement approved changes that could improve service and increase operational efficiency ;
• Represent the Front Desk Manager during his absence and cover any need for the Front Office Department.

Qualifications:

Required Prior Experience:

Minimum 2 years of hospitality, front desk experience,

Minimum 2 years of prior supervisory experience

Preferred Prior Experience:

2 years of night audit experience or Front Desk Agent position.

Required Education:

High school diploma or equivalent

Required Technology:

Basic computer knowledge, including the Microsoft Suite of Word, Excel, PowerPoint Outlook, FOSSE, PMS  and LIGHTSPEED + MGS.

Marriott Experience required to be considered.

Physical:

Able to lift 50lbs occasionally

Able to lift 10lbs regularly

Able to stand/or walk for duration of scheduled shift

Other:

Able to work a flexible schedule to include evenings, nights, weekends, holidays, and special events.

Competencies:

Managing Vision and Purpose

Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations.

 Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Building Effective Teams

Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

The Burgess Hotel, A Tribute Portfolio provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.