Front Desk Supervisor

OVERALL RESPONSIBILITIES:

Supervise front desk associates to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. Ensure that front desk operations are running in a professional manner at all times.

Train front desk clerks on a daily basis, on-the-job and during 15 minutes training.

Perform front desk clerk and cashier responsibilities and duties when assigned.

Assist the FOM in all areas to ensure a correct and smoothly-operating department. Assume FOM's responsibilities in absence, as assigned.

STAFF MANAGEMENT

· Responsible for the efficient and professional running of the front desk, including relationships with other departments and maintaining constant communication.

· Lead by example: Provide a gracious and proactive hospitality towards all guests and associates. Show a positive attitude and demonstrate team work.

· Ensure smooth check-in and checkout of all guests, through properly handling guest accounts / reservations.

· Handle guest requests and challenges and satisfy their needs within acceptable guidelines.

· Be prepared to perform all front desk functions, including executive lounge and AYS attendant.

· Be familiar and adhere to all policies, procedures and standards.

· Assist all associates with questions and challenges witch might occur.

· During peak hours, be at the front desk to ensure efficient and smooth service is provided to all guests.

· Create a productive and positive atmosphere at the desk; maintain a good relationship with all associates and other departments

· Act empowered and use MGS tools and guidelines – also empower all associates to provide an outstanding service by using their empowerment guidelines.

· Be a problem seeker and solver.

· Ensure that work area is always clean, neat and organized.

· Constantly audit all deskwork for accuracy and consistency.

· Ensure that all supplies are well maintained and clean.

· Bank out cashiers at the end of each shift according to the blind drop procedures.

· Be prepared to work night shift when needed.

· Send daily frequent flyer and Marriott rewards bulk transfer.

· Update room pool for 1st ten.

· Perform room assignment and accommodate special requests of all customers.

· Dealing with all guest inquiries and complaints quickly, efficient and in a courteous manner. Ensure that all guest problems are resolved by using the \"Guest Response Program\" procedures.

· To carry out all cash handling procedures in accordance with the hotel policies and security requirements.

· Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. Keep computer equipment clean at all times.

· Assist fellow associates in their jobs to ensure that all jobs are done on time.

· Use the AM, PM and the night checklist to ensure smooth daily operations.

· Assist FOM in planning meetings on a monthly basis and conduct them.

· Review discrepant rooms regularly.

· Adjust monthly schedule according to business needs.

· Review credit reports and take appropriate action to resolve all challenges.

· Complete work or special projects as assigned and make sure to meet all due dates.

· Monitor all PM accounts on a daily basis.

· Work together with associates on the same level, train and retrain on proactive hospitality skills, technical skills and communication skills.

· Ensure associates are properly groomed and uniformed at all times.

· Handling any book-out situations according to procedures.

· Perform a Back-up Save as set out in the 'Task Check Lists'.

· Ensure the Parking is verified at the beginning and end of each shift and the Parking is closed according to procedure;

· Action Front Desk Trace.

· Prepare group arrivals and action check-in;

· Liaise with Housekeeping to ensure all due outs are checked after 12 noon.

· Spot check updating of registration cards ensuring their process according to procedure;

· Verify that all outlet-dockets and registration cards are filled on a continued basis;

· Verify all Rebates done on your shift for correct back-up and explanation;

· Ensure Guest Service Manager or others as requested are called upon VIP arrival;

· Place stationary order on a weekly basis;

TRAINING

· Prepare and hold the daily \"15 Minutes Training\".

· Attend any training sessions as requested.

· Know how to train and develop new associates.

· Ensure all associates are safety conscious and trained in safe work practices.

· Implement the training program as request

· Know how to train and develop new associates.

· Ensure all associates are safety conscious and trained in safe work practices.

· Implement the training program as requested by the Front Office Manager and control the training of the associates to top efficiency and in accordance to Marriott policies.

· Facilitate departmental training modules for all AYS associates. Continually monitor, evaluate and revise training contents in communication with the Front Office Manager (AFOM) to reflect changes in the process and address the needs identified by associates and your manager.

· Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.

GENERAL DUTIES AND RESPONSABILITIES

· Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the Guest needs to ask. Focus your total attention to the customers.

· Be fully conversant with the Front Office Computer System (Fidelio), reservations system (Marsha), POS (Micros), Interfaces, Pay-TV system (Quadriga), Call Accounting System (TMS), Bankcard system (3C) and Parking computer system.

· Know how to handle safe deposit boxes.

· Use your PMS password with discretion; log off the terminal when leaving the area.

· Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform to standard.

· Exhibit courteous hospitality at all times and fully take ownership of each guest issue.

· When in communication with the guest, be proactive in every area, including offering additional services.

· Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times.

· Have knowledge about the city, the local area and attractions to provide the guests with all requested information.

· Be informed about all daily activities in the hotel, functions, VIP's etc. when starting the shift.

· Have knowledge of the hotel, hotel associates' names and hotel services with hours of operations for all departments involved and surrounding areas (sightseeing & transportation).

· Have a thorough knowledge of guest rooms including: locations, views, amenities, features, types, etc.

· Be able to use sales dialogue throughout any telephone conversation, selling the Hotel, its outlets & services. Have knowledge of hotel rates, discounts and how to handle each.

· At all times strive to represent Marriott in the most professional manner.

· Report any unusual occurrences or requests to the manager.

· Be flexible in regard to work schedule.

· Each associate is expected to carry out, within their capabilities, all reasonable requests by management.

· Know how to follow all hospitality guidelines.

· Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings).

· Handle mail and messages properly and on a confidential basis.

· Understand and adhere to all aspects of the Hotel policy and procedures related to your duties.

· Ability to communicate with all managers and supervisors and fellow associates.

· Knowledge of English and local language.

· Ability to handle conflict situations in a professional manner.

· Have a thorough knowledge of TQM principles and empowerment.

· Be knowledgeable about Elite Membership and other frequent traveler programs.

SAFETY AWARENESS:

Be knowledgeable about all emergency plans and knows how to act upon them. Maintains safety by adhering to all hotel safety and accident prevention procedures. Being responsible to report all accidents immediately. Supports all safety programs. Proceeds with caution when walking on slippery floors. Ensures proper safety instructions are given before operating any equipment.

Please note that the above mentioned tasks are a brief overview of all duties and can be adjusted by daily check lists and other methods of communication at all time.

Notice: The hotel business functions seven days a week, 24 hours a day & 365 days a year. All associates need to realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitality service atmosphere must be protected at all times