Front Desk Supervisor - Hammond, United States - Holiday Inn Express - Hammond

Description

• Accountable for guest satisfaction by ensuring service standards are met and guests' needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
• Works side by side with staff to train and model appropriate guest service standards.
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
• Anticipates and responds to guests in a friendly and positive manner.
• Process checkins and checkouts, verify billing, create reservations, and process special requests.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
• Assist with interviewing, hiring, coaching, and development of front office associates.
• Evaluates staff performance and coaches to ensure standards are met.
• Works in conjunction with manager to deliver discipline/corrective action and make termination decisions.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.
• Ensures all required training for department employees is completed and training records are maintained.
• Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.
• Utilizes available resources and adheres to Marriott training policies.
• Promotes collaboration and positive, professional work environment.
• Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
• Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.
• Monitors room availability, follows restrictions, and all booking policies and procedures.
• Drives sales and maximizes revenue by upselling rooms and amenities.
• Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.
• Must have high attention to detail, good communication skills and leadership ability.
• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving.
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all Marriott Standard Operating Procedures.
• Conduct routine inspections of front desk operations to maintain standards per Marriott, local, state and federal regulations.
• Ensures a clean and safe work environment, and follows all Hotel Brand procedures for guest/employee incidents.

• Must have one (1) or more years' prior guest service experience, preferably in hospitality.
• Must have basic computer knowledge and excellent written and verbal skills needed.
• Must have excellent communication and organizational skills.
• Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments.
• Must be familiar with operation of office equipment such as: copier, printer, facsimile machine, telephone etc.
• Must have the ability to comply in standardized situations with only occasional or no variables.
• Must have the ability to work flexible shifts
• Must have excellent customer service skills.
• Must be able to work without constant supervision.

• While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee frequently is required to walk, climb or balance, talk and