Front Office Supervisor

We are seeking an experienced and enthusiastic Hotel Front Office Supervisor to join our team. As a Front Office Supervisor, you will oversee the front desk operations and ensure exceptional guest service throughout their stay. Your leadership skills and attention to detail will contribute to maintaining high standards of guest satisfaction and operational efficiency.

Schedule:

40 hours/ week, evenings and weekends required

About us:

The Residence Inn by Marriott is owned and operated by Duprey Hospitality, a full-service hotel management company based in Concord, we take pride in our commitment to excellence. With management contracts including renowned brands like Marriott, Choice Hotels, and Hilton, we're at the forefront of hospitality. We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Responsibilities:

• Supervise the daily operations of the front desk, including check-in/check-out procedures, reservations, and guest inquiries.
• Consistently provide professional and courteous guest service, ensuring guests feel welcomed and valued throughout their interaction.
• Promote current hotel and franchise marketing programs to enhance guest experience and loyalty.
• Monitor the performance of front desk staff to ensure adherence to hotel policies and procedures.
• Provide training, coaching, and support to front desk agents to enhance their skills and performance.
• Handle guest issues and concerns promptly and effectively, striving to resolve challenges to guests' satisfaction.
• Maintain accurate records and reports related to hotel operations and guest interactions.
• Collaborate with other hotel departments such as housekeeping, maintenance, and food and beverage to ensure seamless guest experiences.

• Customer Service: Displays a professional sense of urgency when communicating and interacting with guests, coworkers and the public in a way that exceeds the guest’s wants and needs. Identifies opportunities to improve and deliver additional value to guest’s experience by presenting creative solutions and innovative ideas.
• Communication: Actively listens to guests, coworkers and public (viewing the situation from the guest’s perspective) and works together to solve the problem through effective communication.
• Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
• Quality: Work “product or service” is free of errors and exceeds guests’ expectations