Front Office Supervisor

Additional Information: This hotel is owned and operated by an independent franchisee, HVCG Ocala. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job reference: 000302
Salary: $19
Department: Other
Location: HVCG Ocala 3712 LLC
Division: HVCG Ocala
Hours Per Week: 40

Job Description
Front Office Supervisor

Lead a team of dedicated hospitality professionals in delivering exceptional guest experiences. As a Front Office Supervisor, you will play a crucial role in the hotel’s day-to-day operations, ensuring seamless guest interactions and smooth front desk procedures. You’ll have the opportunity to shape the guest experience while fostering a culture of excellence and innovation. If you’re an experienced leader of service-oriented teams and have a knack for strategic thinking, this is your chance to make a significant impact.

What will you do?

Supervisors lead the front desk team, assuming additional responsibilities such as new hire training, leadership, and fostering a positive work environment.
They oversee all aspects of guest accommodations, including reservations, check-in, customer service, billing, and reconciliation.
They exemplify gracious and welcoming hospitality and possess the technical skills to perform their job functions at an expert level.
Supervisors communicate, collaborate, and provide direction across all departments to ensure effective hotel operations and promote guest satisfaction.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

FRONT DESK RESPONSIBILITIES:

Create a pleasant and memorable stay for our guests.
Perform all check-in and check-out tasks and front desk procedures.
Manage online, walk-in, and phone reservations.
Verify payment methods, confirm dates, and check data for accuracy.
Upsell additional facilities and services, when appropriate.
Monitor and respond to all emails and chat within brand timeframes.
Manage digital check-ins and digital experience.
Respond to and fulfill all guest special requests and “high action” items.
Operate under the 10/5 rule: When a guest is 10 ft away, smile and establish eye contact; when they are within 5 ft, verbally greet them.
Ensure all guests are provided with authentic hospitality.
Be knowledgeable about our hotel, available rooms, rates, and amenities.
Respond to guest complaints with empathy, professionalism, and speed.
Liaise with housekeeping to ensure rooms are clean, tidy, and fully furnished.
Perform room inspections.
Create work orders and follow through with completion.
Create logs and ensure excellent communication.
Monitor housekeeping time-outs and progress periodically throughout the day.
Monitor and witness accurate employee timekeeping.
Cross-train and assist GM and other departments as required.
Receive and count inventory.
Track, stock, and organize the Marketplace.
Make coffee on time and stock coffee and beverage stations, as applicable.
Maintain a neat and tidy workspace, lobby, and common areas, including mopping floors as needed.
Assist in other departments as needed.
Complete all brand training on or before their due dates.
Memorize and abide by brand standards.

SUPERVISORY RESPONSIBILITIES:

Provide shift coverage and fill in for call-outs.
Supervise daily shift processes to ensure team members adhere to standard procedures and best practices.
Monitor and uphold safety protocols to protect guests and colleagues, including the safe and secure control of keys.
Assist GM with monitoring external reviews and guest feedback for areas of improvement.
Train new front desk agents and night audits – setting the bar high.
Be a front-of-house role model.
Communicate brand standards to colleagues in all departments.
Foster personal connections with guests and clients in the community.
Proactively work to enhance and improve guest review scores.
Take ownership of all guest complaints and follow up to ensure guest satisfaction.
Investigate and report to GM to take corrective actions to prevent recurring complaints.
Perform ongoing interdepartmental liaison activities.
Walk property as necessary to ensure operational excellence.
Participate in and contribute to staff meetings and huddles.
Set the tone and create a positive and professional work environment.
Regularly check teammates’ data entry to ensure accurate guest profiles.
Cross-check billing instructions.
Perform monthly reconciliation activities, as directed.
Complete all Supervisor pathway classes provided by the brand(s).
Meet and exceed all requirements of the brand’s loyalty rewards enrollments.
Lead and implement loyalty rewards enrollment activities, challenges, and competitions to incentivize front desk agents to meet and exceed targets.
Track enrollment levels and coach staff as needed to promote enrollments.
Maximize the utilization of features in PMS, logs, and other software.
Make service calls and tickets to resolve interruptions or technical issues.
Take and report inventory counts.
Monitor, conserve, and maximize resources & inventory; reduce waste.
Follow all legal standards - occupational, health, fire, safety, human trafficking, and any legal requirements as presented and directed by General Management.
Maintain strict confidentiality of internal communication and any mediation.
Supervise any contracted or outsourced labor in the absence of GM/AGM.
Maintain professional relationships with government agencies, franchise, contractors, vendors, and other community establishments.
Remain current on industry trends/news and local market activities; attend trade shows/conferences and pursue continuing education.
Perform other duties assigned by management and ownership as directed.
Promote the facility and maintain high standards of professional service and work towards establishing and maintaining the good reputation of the brand, hotel, management company, ownership, and all their partners and affiliates.

About you:

DECISION-MAKING QUALIFICATION:

Works within established protocols.
Makes minor day-to-day decisions to achieve goals within the scope of assigned job duties.

PRE-REQUISITES (QUALIFICATION STANDARDS):

Education, Knowledge, and Training:

High school graduate or equivalent.
Experience with hotel reservations software (Opera, Fosse) preferred.

Special Skills Required for the Position:

Able to provide exceptional customer service and sales.
Demonstrate excellent verbal, non-verbal, and written communication.
Convey information and ideas with clarity.
Listen, understand, clarify, and resolve concerns raised by guests, clients, vendors, and co-workers.
Work well in stressful situations and maintain composure.
Effectively handle workplace problems, including preventing and identifying issues as necessary.
Handle cash and cards and perform basic arithmetic (add, subtract, multiply, and divide) using whole numbers and decimals.
Possess basic typing and computer skills to operate various property management systems.
Exhibit exemplary organizational skills.
Have knowledge of housekeeping, custodial, basic safety, and sanitization protocols.
Exhibit patience, professionalism, and tact in all aspects of the job.
Be flexible and able to quickly respond to issues and emergencies.
Apply strong problem-solving, reasoning, motivating, and training abilities.
Self-starter; able to prioritize, manage time, multitask, and adapt to sudden changes.
Be a team player, able to collaborate effectively with a variety of people.
Maintain focus on details and deadlines.

Physical Requirements:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.
While performing the duties, employees must stand behind a desk for extended periods.
Must be able to walk long distances around the property, including exterior areas in all weather conditions.
Must have manual dexterity to use hands for handling equipment.
Must be able to climb steps and ladders, bend, stoop, squat, kneel, twist, turn, push, pull, reach, balance, lift, move or carry up to 50 lbs.
Must be able to work flexible schedules, including nights, weekends, holidays, and extended hours.

Language:

Good command of the English language, both written and verbal.

Work Environment:

Noise levels vary from moderate to loud.
Work takes place both indoors and outdoors.

Confidential Data:

All written, verbal, and electronic information encountered is considered confidential and proprietary.

Other Qualifications:

Must pass a comprehensive background screening.
Drug-free workplace.
ACG Hospitality is an equal opportunity employer.

Unmatched opportunities await you! The next step in your career could lead to your greatest adventure. Click the “Apply” button to get started.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

This company is an equal opportunity employer.

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