- Ensures that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of Guest Service.
- Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing AURO Hotels professionally with our guests and assuring that all transactions with guests are handled in a legal and ethical manner.
- Understands and apply all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. In the event of an accident or emergency, gets medical attention if necessary and contacts the GM or Human Resources immediately.
- Maintains a favorable working relationship with all company associates to foster and promote a positive working environment.
- Supervise the Front Desk, Bell Stand, Valet, Drivers, PBX Operators and Night Audit to insure guests receive outstanding customer service in all areas of the hotel.
- Manage multiple activities often in stressful situations.
- Works with associates to provide outstanding customer service to guests.
- Read, understand, interpret, and make decisions regarding information found in a variety of related reports, financial statements, and other internal and external correspondence.
- Possess strong working knowledge of hotel operations and front office management as well as a strong working knowledge of the hospitality industry.
- Ability to negotiate with confidence and to persuasively resolve guest issues.
- Communicate and counsel associates as necessary.
- Compose and express thoughts, both verbally and in writing, in a clear, professional manner to ensure effective communications.
- Organize oneself, one's work, and the efforts of others and be attentive to detail.
- Make effective judgments on the various components of the position and the property and to effectively solve guest and operational problems.
- Assists all guests in a sincere and courteous manner, and whenever possible, going the extra mile and doing whatever it takes to ensure guest satisfaction.
- Registers and processes guests promptly upon arrival and departure, to ensure guest satisfaction.
- Verifies that all charges to guest accounts made during the day are correct, and posts room charges for that day so that all guest accounts are current and in balance by 6:00 a.m. the following morning or by the Brand Standard's designated time.
- Demonstrates a working knowledge of all services and facilities of the hotel, as well as the local area, and effectively assists guests.
- Completes all credit card transmittals, direct bills, and no show billings for the day.
- Prepares all daily, monthly and yearly reports required by the property.
- Demonstrates the use of sales techniques to effectively sell the property, maximizing occupancy and average rate.
- Receives and processes telephone and walk-in reservations accurately ensuring guest satisfaction.
- Professionally and competently operates the telephone system according AURO Hotels and Brand standards
- Acts as manager on duty in the absence of the General Manager.
- Understands and applies all hotel safety and security procedures to maintain a secure and safe environment for associates and guests.
- Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so that prompt corrective action can be taken.
- Responsible for check-in, checkout, selling skills, computer operation, telephones, tasks at the front desk.
- Complies with Company Standards of Service as outlined for AURO Hotels.
- Projects a favorable image of AURO Hotels to the public at all times.
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
- Treats guests, vendors, customers and co-workers with professionalism and respect at all times.
- Completes Departmental, AURO Hotels and Brand standards training as assigned.
- Maintains a clean and neat appearance at all times.
- Must be able to work flexible work hours/schedule including evenings, weekends and holidays.
- Nothing in this job description restricts management's right to assign or reassign duties, work hours and/or responsibilities for this job at any time.
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Front Desk Supervisor/Night Auditor - Greenville, United States - Marriott Greenville
Description
Supervisory ResponsibilitiesDirectly or indirectly supervises associates and/or supervisors. Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws. Responsibilities include but are not limited to: interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.
Major Responsibilities
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience/Education
College degree preferred; High School Diploma and/or 2-3 years' experience or equivalent combination of education and experience required.
Certificates & Licenses
Valid State Driver's License (anyone driving a Company vehicle or required to drive as a part of their job); Others required by Brand Standard and/or State Law.
Computer Skills
As required by Brand Standard and Company standards
Language Ability
Ability to speak effectively with customers and/or associates. Ability to write clearly and legibly.
Math Ability
Able to perform basic math problems.
Reasoning Ability
Ability to solve basic problems and/or know when it is necessary to get a manager to assist in problem solving.
Work Environment
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work for this position is usually performed in a climate-controlled environment. However, the associate may be required to work outside in extreme heat, cold, rain, wind or inclement weather as the demands of the position so dictate.
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is occasionally required to lift up to 40 pounds. The associate is frequently required to talk and/or hear. The associate is constantly required to walk and stand, sometimes for several hours at a time, and use their hands and fingers to operate a computer. The associate is constantly required to use their vision to perform an activity such as but not limited to: viewing a computer terminal, and reading
Auro Hotels is an Equal Opportunity and E-Verify Employer.All applicants are subject to background and substance abuse screening prior to any offer of employment.
