Front Office Supervisor

Responsible for all Front Office related issues during the daily shifts. Assist in conducting 15 minutes training and on the job training as well as perform quality checks. To assist guests efficiently, courteously and professionally in all Front Office related functions. To always maintain Marriott’s high standard of service and hospitality. Handle guest complaints in a professional manner. Follow company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals.

Process guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Set up accurate accounts for each guest according to their requirements. Enter Marriott Bonvoy information or enroll the non-members. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Manager. Ensure that all policies and procedures are followed by all employees at the Front Desk. Ensure that all employees at the Front Desk have the latest information, know about all policies & procedures, or about any changes to them. Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.

• Work experience as supervisor Front Office or related field
• Passion as a host and pleasure in dealing with our guests
• Maintain an attitude and commitment to provide excellent service to all customers and associates.
• Distinct team spirit
• Absolute reliability and sense of responsibility
• Flexibility, solution-oriented action and multitasking skills
• MS Office knowledge, as well as knowledge of the hotel program Opera is plus
• Good knowledge and practice of Business English