What are the responsibilities and job description for the Front Desk Supervisor (PM Shift) - Mountain Modern Motel position at The Yarrow Group?
About Us
The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.
Our Values
We Engage and We Listen
We Care and We Own
We Provide and We Ensure
We Appreciate and We have Fun
Description
As Front Desk Supervisor, you are responsible for all aspects of the front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, guest follow-up, and conflict resolution. You must maintain high standards in all aspects of internal and external service and embrace the Mountain Modern Motel service culture. You will oversee the front desk team, acting as a role model, sharing your expertise and continually working to inspire the best performance. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.
Responsibilities:
- Closely monitor front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up.
- Monitor guest accounts and room inventory.
- Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Make reasonable and professional decisions; communicating pertinent shift information to the next shift and direct supervisor.
- Coordinate with other departments such as housekeeping or engineering to process guests’ requests.
- Oversees the front desk team members to ensure efficient and smooth operations in order to produce excellent feedback and guest satisfaction.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Assist in training and performance management of front desk agents.
- Ensure all service standards are met and adhered to.
- Work seamlessly and communicate clearly cross-departmentally.
- Educated and familiar with local and area recreational, dining, and cultural activities and attractions.
- Aligned with the culture, values, goals and human resource programs of the Marriott Brand.
- Maintain a professional appearance and attitude at all times.
- Comfortable using Property Management Systems and other pertinent software as assigned
- Assist in the operation, inventory, and pricing of the hotel Lobby Market retail shop.
- Assist in development and implementation of best practices, policies and procedures for Front Desk team.
- Complete miscellaneous tasks as assigned.
Requirements:
- Must have minimum of two-years front desk experience.
- Strong background of supervisory experience.
- Possess excellent verbal and written communication skills.
- Proven track record resolving guest problems and expediting solutions.
- Understand daily hotel operations and systems.
- Must read, write and speak the English language. Bi-lingual Spanish preferred.
- Flexible schedule during high business volume.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
