Front Desk Supervisor

The Courtyard Lake Buena Vista is currently looking for an experience Front Desk Supervisor! As a Front Desk Supervisor, you will oversee the front office activities between the guest, the hotel, and the various hotel departments. The Front Desk Supervisor is responsible for supervising the activities that create the first impressions of our guests and, therefore, must perform the following tasks to the highest standards:

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work.
• Observes performance and encourages improvement to all Front Desk Associates, including PBX operator, and Night Audit.
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote brand-specific marketing programs.
• Make appropriate selection of rooms based on guest needs. Code electronic keys.
• Nonverbally confirm the room number and rate for the Privacy of the Guests.
• Provide Welcome Key Packets containing room keys, certificates, resort information, etc.
• Train new associates the Check-in & Check-out process and empower them when dealing with difficult guests to exceed their expectations.
• Learn and explain the benefits of Marriott Bonvoy and enroll guests if they are not enrolled in the program.
• Assist the Front Desk Manager/General Manager with administrative duties and department meetings.
• Ensure front desk policies and procedures are consistently applied.
• Contact housekeeping or maintenance staff when guests report problems.
• Resolve guest issues quickly, efficiently, courteously and professionally.
• Keep records of room availability and guests' accounts.
• Responsible for the order and cleanliness of the front desk and adjacent work areas.
• Perform work duties in accordance with company safety and security policies and procedures as well as OSHA regulations.
• Report and store lost and found items in accordance with hotel procedures.
• Represent GF Management’s values on a daily basis: Integrity, Professionalism, Teamwork, Quality, Leadership, and Appreciation.

Front Office experience in the hotel is required
Marriott/FOSSE experience is preferred
Ability to work flexible shifts, including weekends and holidays

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Experience:

• Hotel Front Desk: 1 year (Required)
• Marriott/FOSSE: 1 year (Preferred)

Language:

• Spanish (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person