Marc & Rose
Overview
The Front Desk Supervisor assists in the management of daily front office operations, overseeing and supporting the front desk team to provide welcoming, friendly, efficient, resourceful and hospitable service at the front desk. Open availability is essential.
Essential Functions
Supervise efficient operations of reception including check‑in/check‑out procedures.
Support team members in handling guest requests and inquiries to ensure a positive outcome.
Keep the Front Office Manager and Supervisors fully aware of any relevant feedback from guests and/or other departments.
Demonstrate a high level of customer service at all times.
Advise team of any special events or VIP guests in the hotel for events or general accommodations.
Understand thoroughly all hotel room categories, rates, packages, promotions and other general product knowledge necessary to perform daily duties.
Monitor the appearance, standards and performance of the Front Office team with an emphasis on training and teamwork.
Maximize room occupancy and use up‑selling techniques to promote hotel services and facilities.
Ensure associates have current knowledge of all room categories, rates, packages, promotions, local area and other general product knowledge.
Demonstrate positive leadership characteristics that inspire associates to exceed standards.
Assist other departments wherever necessary and maintain good working relationships with associates.
Complete the registration process by inputting and retrieving information from a computer/property‑management system, confirming pertinent information to a guest’s reservation and making necessary changes.
Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check‑in.
Handle cash, make change and balance an assigned house bank.
Greet guests immediately with a friendly and sincere welcome; use clear spoken voice and attentive listening.
Promptly answer the telephone using positive and clear communication.
Close guest accounts at the time of checkout ensuring the guest’s stay was enjoyable, resolving issues as necessary.
Supervise Front Office Associates to ensure exceptional service and that policies and procedures are followed correctly.
Qualifications
Education: High School graduate or equivalent required; college education highly preferred.
Experience: Prior supervisory experience preferred.
Certificates or Licenses: N/A.
Knowledge, Skills, and Abilities:
Ability to train and supervise with strong leadership skills.
Ability to make quick, efficient decisions that benefit the team and guests.
Ability to memorize and perform Resort Standards, AAA standards, and resort service standards.
Ability to use a moderately complex computer system and troubleshoot software problems.
Ability to use a calculator for moderately complex mathematical calculations without error.
Typing speed of at least 15 WPM.
Personal Characteristics:
Communicates effectively: Speaks and listens in a clear, thorough, timely manner; reads and writes English proficiently.
Professional appearance: Exhibits appearance appropriate for a four‑diamond resort (specific grooming standards available for review).
Working Conditions Attendance as scheduled is a critical element in all positions at Marc & Rose. The working environment emphasizes respect, professionalism, and creating genuine hospitality. Staff are expected to treat every guest as if they were the only guest and maintain a true customer focus.
Additional Information Referrals increase your chances of interviewing at Marc & Rose by 2x. Apply now to be among the first 25 applicants.
#J-18808-Ljbffr
Essential Functions
Supervise efficient operations of reception including check‑in/check‑out procedures.
Support team members in handling guest requests and inquiries to ensure a positive outcome.
Keep the Front Office Manager and Supervisors fully aware of any relevant feedback from guests and/or other departments.
Demonstrate a high level of customer service at all times.
Advise team of any special events or VIP guests in the hotel for events or general accommodations.
Understand thoroughly all hotel room categories, rates, packages, promotions and other general product knowledge necessary to perform daily duties.
Monitor the appearance, standards and performance of the Front Office team with an emphasis on training and teamwork.
Maximize room occupancy and use up‑selling techniques to promote hotel services and facilities.
Ensure associates have current knowledge of all room categories, rates, packages, promotions, local area and other general product knowledge.
Demonstrate positive leadership characteristics that inspire associates to exceed standards.
Assist other departments wherever necessary and maintain good working relationships with associates.
Complete the registration process by inputting and retrieving information from a computer/property‑management system, confirming pertinent information to a guest’s reservation and making necessary changes.
Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check‑in.
Handle cash, make change and balance an assigned house bank.
Greet guests immediately with a friendly and sincere welcome; use clear spoken voice and attentive listening.
Promptly answer the telephone using positive and clear communication.
Close guest accounts at the time of checkout ensuring the guest’s stay was enjoyable, resolving issues as necessary.
Supervise Front Office Associates to ensure exceptional service and that policies and procedures are followed correctly.
Qualifications
Education: High School graduate or equivalent required; college education highly preferred.
Experience: Prior supervisory experience preferred.
Certificates or Licenses: N/A.
Knowledge, Skills, and Abilities:
Ability to train and supervise with strong leadership skills.
Ability to make quick, efficient decisions that benefit the team and guests.
Ability to memorize and perform Resort Standards, AAA standards, and resort service standards.
Ability to use a moderately complex computer system and troubleshoot software problems.
Ability to use a calculator for moderately complex mathematical calculations without error.
Typing speed of at least 15 WPM.
Personal Characteristics:
Communicates effectively: Speaks and listens in a clear, thorough, timely manner; reads and writes English proficiently.
Professional appearance: Exhibits appearance appropriate for a four‑diamond resort (specific grooming standards available for review).
Working Conditions Attendance as scheduled is a critical element in all positions at Marc & Rose. The working environment emphasizes respect, professionalism, and creating genuine hospitality. Staff are expected to treat every guest as if they were the only guest and maintain a true customer focus.
Additional Information Referrals increase your chances of interviewing at Marc & Rose by 2x. Apply now to be among the first 25 applicants.
#J-18808-Ljbffr