Front Desk Supervisor
Company: Marriott
Location: Aspen
Posted on: May 18, 2023
|
|
Job Description:
Job Number 23070529 Job Category Rooms & Guest Services
Operations Location The St. Regis Aspen Resort, 315 East Dean
Street, Aspen, Colorado, United States VIEW ON MAP Schedule
Full-Time Located Remotely? N Relocation? N Position Type
Management JOB SUMMARY Assists the Front Office Manager in
administering front office functions and supervising staff on a
daily basis. Front office areas include Bell/Door Staff,
Switchboard and Guest Services/Front Desk. Position directs and
works with managers and employees to carry out procedures ensuring
an efficient check in and check out process. Ensures guest and
employee satisfaction and maximizes the financial performance of
the department. CANDIDATE PROFILE Education and Experience High
school diploma or GED; 2 years experience in the guest services,
front desk, or related professional area. OR 2-year degree from an
accredited university in Hotel and Restaurant Management,
Hospitality, Business Administration, or related major; no work
experience required. CORE WORK ACTIVITIES Maintaining Guest
Services and Front Desk Goals Manages day-to-day operations,
ensuring the quality, standards and meeting the expectations of the
customers on a daily basis. Develops specific goals and plans to
prioritize, organize, and accomplish your work. Handles complaints,
settling disputes, and resolving grievances and conflicts, or
otherwise negotiating with others. Supervises staffing levels to
ensure that guest service, operational needs and financial
objectives are met. Ensures that regular on-going communication is
happening with employees to create awareness of business objectives
and communicate expectations, recognizes performance, and produces
desired results. Understands the impact of department's operations
on the overall property financial goals and objectives and manages
to achieve or exceed goals. Supporting Management of Front Desk
Team Utilizes interpersonal and communication skills to lead,
influence, and encourage others; advocates sound financial/business
decision making; demonstrates honesty/integrity; leads by example.
Encourages and building mutual trust, respect, and cooperation
among team members. Serving as a role model to demonstrate
appropriate behaviors. Supervises and manages employees. Manages
all day-to-day operations. Understands employee positions well
enough to perform duties in employees' absence. Establishes and
maintains open, collaborative relationships with employees and
ensures employees do the same within the team. Supervises all areas
of the Front Office in the absence of the Front Office or Assistant
Front Office Manager. Ensuring Exceptional Customer Service
Provides services that are above and beyond for customer
satisfaction and retention. Improves service by communicating and
assisting individuals to understand guest needs, providing
guidance, feedback, and individual coaching when needed. Responds
to and handles guest problems and complaints. Sets a positive
example for guest relations. Empowers employees to provide
excellent customer service. Observes service behaviors of employees
and provides feedback to individuals. Interacts with customers to
obtain feedback on quality of product, service levels and overall
satisfaction. Ensures employees understand customer service
expectations and parameters. Interacts with guests to obtain
feedback on product quality and service levels. Emphasizes guest
satisfaction during all departmental meetings and focuses on
continuous improvement. Managing Projects and Policies Implements
the customer recognition/service program, communicating and
ensuring the process. Trains staff and monitors adherence to all
credit policies and procedures to reduce bad debts and rebates.
Supervises same day selling procedures to maximize room revenue and
control property occupancy. Supervises daily Front Desk shift
operations and ensures compliance with all policies, standards and
procedures. Ensures property policies are administered fairly and
consistently, disciplinary procedures and documentation are
completed according to Standard and Local Operating Procedures
(SOPs and LSOPs) and support the Peer Review Process. Supporting
Human Resource Activities Supports the developmental needs of
others and coaching, mentoring, or otherwise helping others to
improve their knowledge or skills. Solicits employee feedback,
utilizes an 'open door' policy and reviews employee satisfaction
results to identify and address employee problems or concerns.
Brings issues concerning employee satisfaction to the attention of
the department manager and Human Resources. Assists as needed in
the interviewing and hiring of employee team members with the
appropriate skills. Supports a departmental orientation program for
employees to receive the appropriate new hire training to
successfully perform their job. Participates in employee
progressive discipline procedures. Additional Responsibilities
Provides information to supervisors, co-workers, and subordinates
by telephone, in written form, e-mail, or in person. Analyzes
information and evaluating results to choose the best solution and
solve problems. Informs and/or updates the executives, the peers
and the subordinates on relevant information in a timely manner.
Performs all duties at the Front Desk as necessary. Runs Front Desk
shifts whenever necessary. Participates in departmental meetings
and continually communicates a clear and consistent message
regarding the Front Desk goals to produce desired results. The
salary range for this position is $53,000.00 to $67,000.00
annually. This position offers health care benefits, flexible
spending accounts, 401(k) plan, accrued paid time off (including
sick leave where applicable), life insurance, disability coverage,
other life and work wellness benefits and may include incentive
compensation. Benefits and incentive compensation may be subject to
generally applicable eligibility, waiting period, contribution, and
other requirements and conditions. Marriott International is an
equal opportunity employer. We believe in hiring a diverse
workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as
disability and veteran status, or any other basis covered under
applicable law. Marriott International considers for employment
qualified applicants with criminal histories consistent with
applicable federal, state and local law. The St. Regis brand first
established luxury hospitality more than 110 years ago, with the
opening of the St. Regis New York. From the moment John Jacob Astor
IV opened the doors of his Beaux-Arts masterpiece on New York's
Fifth Avenue, St. Regis has stood as a symbol of uncompromising
elegance and bespoke service. Today, with more than 40 of the best
addresses around the world, St. Regis is a place where trends are
born, boundaries are broken and guests can simply live exquisite.
We invite you to explore careers at St. Regis.
Keywords: Marriott, Aspen , Front Desk Supervisor, Other , Aspen, Colorado
Click
here to apply!
|