What are the responsibilities and job description for the Hotel Front Office Supervisor position at Houston Marriott Westchase?
Houston Marriott Westchase is looking for an experienced Front Office Supervisor to join our team!
About Us: At Pyramid Global Hospitality, we believe in the power of our team members. We value, support, and recognize the unique contributions of each individual. By fostering a culture of growth and collaboration, we encourage our team members to excel.
Position Summary: The Front Office Supervisor is responsible for overseeing the daily operations of the front office, ensuring exceptional guest service and efficient check-in and check-out processes. This role includes supervising front office staff, managing guest inquiries, and supporting the Front Office Manager in maintaining high standards of service and operational efficiency.
Scheduling: This position requires open availability with no scheduling restrictions, with the ability to work AM and PM shifts, various weekdays, weekends, and holidays. Schedules change weekly based on business demands.
Specifically, this role is primarily responsible for hotel front office supervisor functions including;
- Actively support Front Office Manager, along with other Front Office leaders, with day-to-day operations, and help identify areas for improvement as needed.
- Knowledgeable of providing guest room information, hotel information, special events happening at the hotel, and the area, to guests in real time.
- Supervise front office operations, ensuring team members follow the required best practices and exceed brand standards, providing training, support, and encouragement.
- Lead by example, providing exceptional customer service always, in a positive and professional manner, by engaging in and taking a sincere interest in all guests.
- Facilitate efficient check-in and check-out processes, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
- Stepping in to assist when needed and help to resolve problems and “WOW” guests through service recovery when things aren’t quite right.
This list is not all inclusive, additional job functions will be shared during interviews.
Supportive Functions: The hotel functions seven (7) days a week and twenty-four (24) hours per day. Due to the seasonal nature and business hours of a hotel, candidates must realize it may be necessary to move an employee from their accustomed shift to meet business demands. All associates are expected to perform any other duties as requested by management to support other departments and/or operational requirements.
Opportunity for Growth: This is a great position to advance a career in hospitality and career growth within our organization, leading to possible leadership opportunities.
Our Culture: Empowered to Make a Difference! At Pyramid Global, we value, support, and recognize the unique contributions of each team member. Our culture fosters growth and collaboration, encouraging excellence and exploration in every role. We focus on delivering personalized, memorable experiences for our associates, guests, and communities.
Our Values: People First, Integrity, Excellence
- People First: A talented, diverse, and passionate team working together with respect.
- Integrity: Honesty and accountability to ourselves and colleagues.
- Excellence: Surpassing expectations through dedication and innovation.
- Advanced understanding of guest services skills and behaviors.
- Strong organizational and interpersonal skills, along with demonstrated ability to multi-task, adapt and prioritize in a fast-paced work environment.
- Strong communication skills with ability to communicate effectively in the English language, both verbally and in writing.
- Ability to initiate and organize required task independently, making decisions based on guest needs, established brand standards and hotel policies.
- Able to effectively communicate with guest about their concerns with empathy and professionalism to deescalate complaints, collect accurate information, and successfully resolve concerns.
- Able to be effective in identifying issues where services may be falling short in guest needs, providing thoughtful guidance and solutions as they arise.
- Capable of remaining in a standing position, either stationary or walking, for duration of 8-hour shift.
- Positions self to raise, lower, and extend arms to perform essential job functions.
- Ability to lift and carry up to 15 lbs. regularly.
- Knowledge and experience using Microsoft Office Suite Products.
- Able to identify and respond quickly to safety concerns and emergency situations.
Professional Licenses/Certifications
- None required
Experience
- Minimum Two (2) years of leadership experience in hotel front office guest services operations, in a supervisor or management role, is required, preferably with a premium full-service hotel.
- Experience using hotel management software or other relevant programs/technology.
- Degree in hospitality or related field preferred.
Grooming/Uniforms
- All employees must maintain a neat, clean and well-groomed appearance.
- Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
Excellent Benefits!
Joining Pyramid Global Hospitality offers a range of enticing benefits, including but not limited to:
- Exclusive Marriott and Pyramid Global Hospitality hotel discounts worldwide at our award-winning hotels.
- Mental wellbeing support for you and your loved ones
- 401k after 90 days, with a company match
- Performance-based incentives and bonuses
- Generous paid time off
- Professional guidance and support
- Competitive health, dental, and vision insurance plans
- Pet insurance for your furry companions
- Skill-enhancing job training
- Company-paid and Optional Life and Accidental Insurance
- Supplemental Accident, Critical Illness and Hospitalization Plans
- Employee Assistance Program (EAP)
- Health Flexible Spending Account (FSA)
If you are passionate about working in a collaborative team environment with a chance to grow your hospitality career, we invite you to apply for the Front Office Supervisor position at Pyramid Global Hospitality. Join us and be a part of our journey to make hospitality better!
Houston Marriott Westchase Hotel and Pyramid Global Hospitality is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.
