Front Office Supervisor - Franchised

Additional Information : This hotel is owned and operated by an independent franchisee, Yogi-Mahesh Corporation. The franchisee is a separate company and a separate employer from Marriott International, Inc.

The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.

If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

The Front Office Supervisor will supervise all front office staff and ensure that all guests are treated professionally in accordance with all policies and Marriott Brand Standards.

Essential Duties and Responsibilities :

Provide supervision to others through motivation, direction, review, and feedback of assigned tasks.

Initial point of contact for all front desk and breakfast attendants.

Completes reports including but not limited to : Bills and Petty Cash, weekly schedule, Adjustment Logs, Complimentary Room Logs, Walked Guests Logs and Employee Logs

Maintains inventories for Front Desk and the Market. Ensure that all orders for replacement items fall within budgeted guidelines.

Reviews special projects for individual Front Desk Associates to include Brand standard training, GXP reporting, guest chat, etc.

Enforces and executes time and attendance policies, check in and out procedures to ensure transactions are accurately balanced in terms of charges, payments, and guest billing.

Coordinates Signature Coaching Calls and teaching moments for Front Desk and Breakfast Attendants

Post in back office, Daily guest scores and Office communication items

Responds to guest issues in a professional and timely manner while ensuring that all Front Office Staff, including breakfast attendants do the same.

Responds to OTA (Online Travel Agency) guest reviews daily.

Research and attempts to resolve guest complaints or problems with the established guidelines.

Performs all other duties as may be assigned.

You are responsible for ensuring all shifts have coverage; even if that means you are covering the shift.

Customer Service : Ability to manage difficult or emotional guests and employee situations. Respond promptly to guest and employee needs.

Solicits client feedback to improve service. Responds to requests for service and assistance. Meet commitments.

Problem Solving : Identifies and resolves problems in a timely manner. Develop alternative solutions. Ability to use reason even when dealing with emotional topics.

Professionalism : Approaches others in a tactful manner. Reacts well under pressure

Time Management : Prioritizes work activities; uses time efficiently. Plans for additional resources. Sets goals and objectives.

Develops realistic action plans.

Management of Personnel Resources : Motivating, developing, and directing people as they work, identifying the best people for the job.

Clerical : Has knowledge of administrative and clerical procedures and systems procedures and systems such MS Office, Guestvoice, GXP, eBonus, managing files and records and other office procedures and terminology.

Qualifications :

Education and / or Experience : High School Diploma (or GED or High School Equivalence Certificate) preferred. Two years hotel experience preferred.

Language Skills : Ability to read, analyze, and interpret documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.

Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job requires the employee to regularly talk or listen and frequently to walk and use hands. The employee is occasionally required to sit, stoop, kneel, crouch, or crawl.

The employee must frequently lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision, far vision, depth perception, ability to adjust focus, climbing stairs, grasping, and pushing / pulling.

This company is an equal opportunity employer.

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