Front Desk Supervisor- Tribute Portfolio Marriott Hotel - Clearwater, United States - The Karol Hotel- Tribute Portfolio Marriott Hotel

The Karol Hotel- Tribute Portfolio Marriott Hotel Clearwater, United States

3 weeks ago

Description

Job Description

Job Description

Position: Front Desk Supervisor - The Karol Hotel - Tribute Portfolio Marriott

Location: Clearwater, FL

Reports to: Assistant Front Office Manager

Status: Non-Exempt

Job Summary:

The Front Desk Supervisor will be responsible for supervising front office staff and implementing and supporting aggressive hospitality practices. Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Engineering, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Balance and drop receipts according to Accounting specifications. Assist management in training, motivating, and coaching 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 are 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.

**Please note, The Karol Hotel -Tribute Portfolio Marriott and Princess K Investments LLC., is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.

Essential Functions

Learn & excel in Lightspeed/Galaxy PMS system
Assist in managing & motivating front desk personnel
Provide room quotes and upsell to guest when possible
Ability to interact with guests and share hotel knowledge using personalization such as using the guest name
Responsible to know all functions to showcase the hotel to each guest as per Marriott procedures
Maintain guest confidentiality per Marriott Hotel standards
Maintain knowledge of hotel and brand rewards
Provide local information for shopping, dining, nightlife, and recreational destinations
Receive, store, and deliver luggage and mail
Make travel arrangements for guests to include sightseeing and other tours
Assist with coordination between Housekeeping and Front Desk
Verify charges / collect payment from guests for room stays
Respond to guest inquiries
Follow scheduled shifts and follow break and lunch requirements
Report any suspicious activity or unusual items in room
Report any irregular behavior from guests in public areas and or in room
Ability to take initiative and handle assignments with limited supervision
Follow all Marriott hotel policies and procedures as outlined in the team member handbook
Maintain cleanliness and order of work area using Marriott safety training

Hotel Performance

Ensure successful performance assisting guests with an exceptional experience to ensure high performing scores on the GSS according to Marriott.

Qualification Standards

Education & Experience

High School diploma or higher
Previous hospitality experience preferred
Excellent phone & customer service skills
Excellent communication skills, both verbal and written
Ability to use technology e.g. tablets, iPads

Physical Demands

Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift, pull 40 lbs
Ability to communicate clearly
Corrected vision to normal range
Ability to work long hours as needed

Mental Demands

Make sound judgments quickly
Work on multiple tasks, making appropriate progress towards deadlines
Able to work independently, take direction, and provide direction to others
Manage differing personalities within the office, the hotel, and the community
Maintain the highest degree of confidentiality
Ability to work effectively in stressful, high pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

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