Front Desk Supervisor

* Front Desk Supervisor
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• Front Desk Supervisor
• Sheraton Oklahoma City Downtown Hotel
• As a Front Desk Supervisor you will be a role model, sharing your expertise and continually inspiring the front office team. If this is you, we want to hear from you!
• BENFITS:
• Growth opportunities!
• Marriott discounts at properties around the world
• Full range of benefits. Including:
• Medical
• Dental
• Vision
• 401K with company match
• Paid time off
• Tuition reimbursement and more!
• JOB TYPE:
• Full-time
• SCHEDULE:
• AM & PM Shift
• JOB OVERVIEW:
• Provides guidance and leadership to Guest Service associates as the Front Desk Supervisor ensuring consistent quality customer service is delivered.
• ESSENTIAL JOB FUNCTIONS:
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• 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 the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Promote Crescent and brand specific marketing programs.
• Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Requires standing and continual mobility throughout front office area.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using thecomputer.
• Respond to guests special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Supervise and provide guidance and leadership to the Guest Service Agents. Communicate effectively both verbally and in writing to provide clear direction to staff.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.
• REQUIRED SKILLS AND ABILITIES:
• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Can communicate well with guests.
• Must be willing to pitch-in and help co- workers with their job duties and be a team player.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)
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