The Front Desk Supervisor SpringHill Suites by Marriott Peabody will assist in the supervision of the front desk and night audit staff to ensure guest service and operations meet standards. This position will train staff and respond to more complex questions and conflicts. This person works with managers and team members to carry out procedures ensuring guest and team member satisfaction, and maximizes the financial performance of the department.
Responsibilities: • Assist in interviews, hiring, onboarding, and strong performance of front desk team members • In the absence of General Manager and/or Assistant General Manager, act as Manager on Duty • Review procedures and policies with team members • Ensure adherence to established policies and procedures • Process check-in and check-out, verify billing, create reservations, and process special requests • Knowledge of hotel property and local attractions to assist guests as needed • Establish and maintain open collaborative relationships with direct reports, and management throughout the hotel • Comply with Federal & State Labor laws • Ensure that all complaints regarding service and accommodations are investigated and resolved • Coach and support front office team to effectively manage occupancy, guest service, and controllable expenses • Identify service issues and trends. Facilitate creative solutions to overcome obstacles and ensure continuous guest satisfaction results • Balance cost controls with exceptional guest service and associate satisfaction • Maintain STRICT key controls
Requirements: • Two-year college degree or equivalent hospitality experience (at least one year front desk supervisory experience) • Prior brand experience highly preferred • Exceptional Customer Service skills • Outgoing and engaging personality • Cash handling experience • Strong Leader of people • Intermediate to advanced computer skills, familiar with common computer software • A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel • Excellent English communication skills and ability to read, write and speak fluently • Ability for continuous movement, and occasionally, lift or move up to 20 pounds