Front Desk Supervisor

at Palm Beach Marriott Singer Island (view profile)
Location Singer Island, FL
Date Posted June 3, 2022
Category Hotel
Job Type Full-time

Description

Job Description: Supervise and administer all guest services, maintaining company and brand standards, to maintain the highest level of professional and efficient service to all guests.

FRONT DESK / GUEST RELATIONS

· Thorough knowledge of all front desk and guest services department operations and individual job requirements.

· Carry out all reasonable requests of which you are capable of performing.

· Ensure effective departmental communication and information systems through logs, department meetings, and hotel meetings.

· Maintain Business Center and assist guests as needed.

ASSOCIATE RELATIONS

· Create and nurture a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing service.

· Be readily available & approachable for all associates.

· Take proactive approaches when dealing with associate concerns.

· Extend professionalism and courtesy to associates at all times.

· Celebrate and foster decisions that result in successes as well as failures.

GUEST RELATIONS

· Be readily available/ approachable for all guests.

· Take proactive approaches when dealing with guest concerns. Follow property specific second effort and recovery plan.

· Extend professionalism and courtesy to guests at all times.

ROOMS CONTROL SKILLS

· Assist the hotel operation by completing the following responsibilities:

- Blocking rooms for same day based on: VIP’s, specific location or views guaranteed to groups.

- Communicate with Manager regarding status of groups.

- Communicate with Housekeeping regarding VIP arrivals and expediting VR rooms.

- Run hourly house counts and confirm selling strategy with Manager/ Supervisor.

· Willingness and ability to train new associates.

· Communicate pertinent shift information to Manager/ Supervisor and team members both verbally and in writing via logbook. Update as necessary.

· Pass-on pertinent information to next shift. Group information, current selling strategy, follow-up required for guests or shift responsibilities.

PBX SKILLS

· Familiar with property, departments, hours of operation, and services of the hotel.

· Answer phones within 3 rings using proper greeting and etiquette.

- Understand and carry out specific duties for: fire alarms, bomb threats, and medical emergencies.

- Ability to make long distance, international, or special billing telephone calls.

- Receive and deliver clear and professional messages in PMS and offer assistance with voice mail.

- Answer basic Front Office related questions.

- Properly send, receive, and log faxes in a timely manner.

- Properly accept, log, and maintain mail in an organized manner.

- Report, log, and follow-up on telephone equipment malfunctions.

- Confirm, record, and deliver wake-up calls (using manual sheet and/ or switchboard).

- Use and explain the use of TDD equipment for hearing impaired.

· Assist team in completing daily responsibilities.

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