Front Office Supervisor

The Front Desk Supervisor is responsible for the success of the front desk, for ensuring that guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Courtyard by Marriott standards to achieve a friendly atmosphere of superior guest service and product quality.  Display exemplary performance for staff to follow.

GUEST SERVICE

• Maintains guest service as the driving philosophy of the hotel
• Personally demonstrates a commitment to guest service responding promptly to guests’ needs
• Is committed to making every guest satisfied
• Develops added-value customer service programs
• Empowers front desk staff to deliver guest service by encouraging and rewarding responsive guest assistance
• Meets or exceeds hotel guest satisfaction measures. (GSS Scores)
• Ensures hotel standards and services contribute to the delivery of consistent guest service
• Ensures all shift checklist are completed
• Ensures all call backs are being performed
• Front Desk Supervisor should remain highly visible and readily available for guest at all times
• Ensures proper procedures are followed concerning guest safety security boxes
• Settles all credit card, guest, and accounts receivable credit disputes

FRONT DESK MANAGEMENT

• Acts as manager on duty for hotel and manages front desk operations
• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems
• Ensures front desk staff is trained in and follows financial control procedures for cash, voucher, inventories and receivables
• Produces accurate financial reports on time
• Always demonstrates self-confidence, energy and enthusiasm
• Responsible for continuous training/personal development, relating professional hospitality, technical skills and proactive approaches to solve guests or hotel concerns
• Ensures front desk supplies are fully stocked
• Ensures all front desk shifts and night audit shifts are filled

SAFETY AND SECURITY MANAGEMENT

• Assists the Assistant General Manager in recognizing and correcting potential safety hazards (broken doors, fire hazards, etc.)
• Understands, follows, and assists with policies and procedures for the hotel’s key control system

GENERAL DUTIES EXPECTATIONS

• Maintains a professional appearance and demeanor in all situations dealing with fellow employees, guests and clients.
• Manages time effectively to accomplish all desired tasks, duties, and action plans
• Is punctual for all shifts and meetings
• Helps to maintain an organized work environment
• Assists in keeping all areas of the hotel clean