Front Desk Supervisor
Company: Residence Inn by Marriott
Location: Boca Raton
Posted on: April 21, 2017
Residence Inn Boca Raton Responsibilities Provide the highest quality of service to the customer at all times. Check guests in and out efficiently and in a friendly manner. Handle guest mail and messages per established procedures. Develop a thorough knowledge of hotel staff, room locations room rates, amenities and selling strategies. Take reservation requests efficiently. Answer switchboard in accordance with standards of proper telephone etiquette. Block rooms and handles special requests. Manage Mobile Guest Requests and make certain all associates are using this correctly and timely. Monitor room availability and offer AGM and GM assistance in yield management and restrictions. Handle safe deposits by guests per established procedures. Participate in the MOD program and handle guest complains as needed. Keep lobby and desk area clean and presentable. Have a thorough knowledge of emergency and security procedures. Offer and properly handle requests for wake up calls. Know how to clean guestrooms to standards. Clean back office area as requested by management. Open and close shift, make cash drops. Ensure all credit cards, cash and change funds are balanced throughout each shift and proper authorization is obtained at check in and throughout their stay. Inform management of any guests or systems related complaints or problems. Own Guest Voice responding to all guest alerts in a timely manner and offering apology or compensation as needed. Communicate with incoming staff and management by logging pertinent information in the pass on log. Keep maintenance informed of all maintenance needs. Track associates mentioned in GSS and Trip Advisor each month. Post weekly scores. Engage and motivate associates in the 4DX Program. Ensuring scores are improving from our chosen leads. Pass on guest lost and found inquiries to management or Guest Room Supervisor. Assist in marketing effort by assisting in sales blitzes. Must wear proper uniform and nametag at all times in accordance with the Standards of Appearance. Prepare daily deposits, comparing deposited monies to funds reported at desk, and follow up on any discrepancies. Complete weekly scheduling based on forecasted occupancy due on each Wednesday of the week. Be able to answer questions that GSRs may have. Train all new front desk and night audit associates per the AGMs standards. Must be able to cover any call-off shift as per proper chain of command. Must have full knowledge of Night Audit procedures Conduct property walks and bring up issues immediately with management Oversee the Mix Monday- Wednesday- Mingle with guests and use proactive sales tactics. Communicate with the Gatehouse Supervisor to make certain brand standards are met for each Mix. Oversee the gift shop in its entirety. Inclusive of ordering products, inventory of products, pricing of products, entering pricing into Fosse. Following up with associates to be certain each shift is stocking as needed. Oversee Elite gift bag inventory and make certain they are being completed by each shift. INTERSAFETY Designated Property Coach- executing the program each week. Perform other duties as assigned by management, of which employee is capable.
Keywords: Residence Inn by Marriott, Miami, Front Desk Supervisor, Hospitality & Tourism, Boca Raton, Florida
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