What are the responsibilities and job description for the Front Desk Supervisor position at Courtyard by Marriott Richmond?
Essential Job Functions:
- Provide clear direction to Front Office staff, assigning work and instructing agents in details of work while enhancing team morale.
- Observe and train Front Office staff performance and encourage improvement, ensuring productivity, efficiency and standards of service are exceeded.
- Resolve customer issues and complications and determine effective solutions.
- Welcome and register guests into hotel, ensuring requests are fulfilled and following all special instructions.
- Adhere to established security and credit policies and protocols, and guide Front Office staff on correct procedures.
- Select and block rooms for arriving guests, pre-register individuals or groups as required, assist in escorting VIPs and return guests to their rooms as requested.
- Check guests out of the hotel, make change, cash checks, and post charges to guest accounts.
- Promote Courtyard marketing programs.
- Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy.
- Quote and maintain familiarity with room and rate availability for current and future dates and accept reservations, changes and cancellations as needed.
- Work closely with all departments to coordinate the efficient handling of guest requests and inventory.
- Handle hotel emergency procedures and situations with maturity and professionalism.
- Perform tasks and projects as delegated by Front Office Management and Hotel Management Team.
- Other duties and responsibilities as assigned.
- The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
- Maintain a safe work environment for co-workers and a safe hotel for guests.
Qualifications & Job Requirements
- High school diploma and on to three months related experience and/or training; or equivalent combination of education and experience
- Previous front office or hotel experience
- Supervisory experience preferred
