Driftwood Hospitality Management
Front Desk Supervisor
Driftwood Hospitality Management, Durham, North Carolina, United States, 27703
Overview
Join to apply for the Front Desk Supervisor role at Marriott Raleigh Durham Research Triangle Park. Job Details Job Location: 700 - Raleigh RTP Marriott - Durham, NC 27703 Position Type: Full Time Job Shift: Any Note:
The hotel operates 24 hours a day and 7 days a week, so shift days, starting times, and hours may vary. Job Summary
Provides guidance and leadership as the Front Desk Supervisor to ensure consistent quality customer service. Essential Job Functions
Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observe performance and encourage improvement. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Promptly complete registration by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate room selections based on guest needs. Code electronic keys. Confirm room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Close out guest accounts at checkout. In case of dissatisfaction, negotiate a compromise which may include authorizing revenue allowance. Requires standing and continual mobility throughout the front office area. Verify and imprint credit cards for authorization using electronic methods. Handle cash; balance as assigned to house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform moderately complex arithmetic. Post charges to guest rooms and house accounts using the computer. Answer the telephone promptly using clear English. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles as requested. Remain calm and alert during emergency situations and heavy hotel activity, serving as a role model for staff. Resolve customer complications and complaints by researching the situation and applying effective solutions. Make decisions and take action based on experience and judgment, sometimes revising procedures for unusual situations. Authorize revenue allowances after other alternatives have been offered. Manage third party internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested. Anticipate flow of arrivals and ensure smooth check-in/check-out. Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, and hotel organization. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system. Monitor and track time and attendance of associates. Reinforce attendance policy; recommend progressive discipline for non-compliance. Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to maintain a positive work environment. Be familiar with and able to perform duties on all shifts, including Night Audit and PBX. Serve as Manager on Duty (MOD) in absence of Front Office Manager. Manage lost and found items and guest room keys. Adhere to all company policies and procedures. Follow safety and security procedures and rules. Know department fire prevention and emergency procedures. Utilize protective equipment. Report unsafe conditions, accidents, injuries, near-misses, property damage or loss to management. Provide for a safe work environment by following safety and security procedures. Maintain a neat, clean, and well-groomed appearance. Assist other Front Desk personnel when needed. Perform related duties as requested by management. Qualifications
KNOWLEDGE, SKILLS & ABILITIES Any combination of education and experience equivalent to high school diploma or graduation; high school diploma preferred. Ability to work effectively with internal and external customers, including de-escalating conflicts with patience and diplomacy. Two years of combined front desk and supervisory experience. Strong calculator skills and ability to perform moderately complex mathematical calculations without error. Ability to read, listen, and communicate effectively in English, verbally and in writing. Ability to access and accurately input information using a moderately complex computer system. Hearing and visual ability to observe and detect signs of emergencies. Physical Demands
Ability to stand and move throughout the front office and perform essential job functions. Standing 95% of the shift. Lifting up to 25 pounds maximum. Occasional twisting, bending, stooping, reaching, standing, walking. Frequent talking, hearing, seeing, and smiling. Benefits
401(k) Disability insurance Employee assistance program Health insurance Life insurance Paid time off Room Discounts Employee Food and Beverage Discounts EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. Additional Information
Seniority level: Mid-Senior level Employment type: Full-time Job function: Management Industries: Hotels and Motels
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Join to apply for the Front Desk Supervisor role at Marriott Raleigh Durham Research Triangle Park. Job Details Job Location: 700 - Raleigh RTP Marriott - Durham, NC 27703 Position Type: Full Time Job Shift: Any Note:
The hotel operates 24 hours a day and 7 days a week, so shift days, starting times, and hours may vary. Job Summary
Provides guidance and leadership as the Front Desk Supervisor to ensure consistent quality customer service. Essential Job Functions
Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observe performance and encourage improvement. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Promptly complete registration by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate room selections based on guest needs. Code electronic keys. Confirm room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Close out guest accounts at checkout. In case of dissatisfaction, negotiate a compromise which may include authorizing revenue allowance. Requires standing and continual mobility throughout the front office area. Verify and imprint credit cards for authorization using electronic methods. Handle cash; balance as assigned to house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform moderately complex arithmetic. Post charges to guest rooms and house accounts using the computer. Answer the telephone promptly using clear English. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles as requested. Remain calm and alert during emergency situations and heavy hotel activity, serving as a role model for staff. Resolve customer complications and complaints by researching the situation and applying effective solutions. Make decisions and take action based on experience and judgment, sometimes revising procedures for unusual situations. Authorize revenue allowances after other alternatives have been offered. Manage third party internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested. Anticipate flow of arrivals and ensure smooth check-in/check-out. Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, and hotel organization. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system. Monitor and track time and attendance of associates. Reinforce attendance policy; recommend progressive discipline for non-compliance. Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to maintain a positive work environment. Be familiar with and able to perform duties on all shifts, including Night Audit and PBX. Serve as Manager on Duty (MOD) in absence of Front Office Manager. Manage lost and found items and guest room keys. Adhere to all company policies and procedures. Follow safety and security procedures and rules. Know department fire prevention and emergency procedures. Utilize protective equipment. Report unsafe conditions, accidents, injuries, near-misses, property damage or loss to management. Provide for a safe work environment by following safety and security procedures. Maintain a neat, clean, and well-groomed appearance. Assist other Front Desk personnel when needed. Perform related duties as requested by management. Qualifications
KNOWLEDGE, SKILLS & ABILITIES Any combination of education and experience equivalent to high school diploma or graduation; high school diploma preferred. Ability to work effectively with internal and external customers, including de-escalating conflicts with patience and diplomacy. Two years of combined front desk and supervisory experience. Strong calculator skills and ability to perform moderately complex mathematical calculations without error. Ability to read, listen, and communicate effectively in English, verbally and in writing. Ability to access and accurately input information using a moderately complex computer system. Hearing and visual ability to observe and detect signs of emergencies. Physical Demands
Ability to stand and move throughout the front office and perform essential job functions. Standing 95% of the shift. Lifting up to 25 pounds maximum. Occasional twisting, bending, stooping, reaching, standing, walking. Frequent talking, hearing, seeing, and smiling. Benefits
401(k) Disability insurance Employee assistance program Health insurance Life insurance Paid time off Room Discounts Employee Food and Beverage Discounts EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. Additional Information
Seniority level: Mid-Senior level Employment type: Full-time Job function: Management Industries: Hotels and Motels
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