Franchised Front Desk Supervisor

3 weeks ago

Sarnia, Canada Marriott International, Inc Full time

**Job Number** 23156425

**Job Category** Rooms & Guest Services Operations

**Location** The Insignia Hotel Sarnia a Tribute Portfolio Hotel, 283 Christina Street North, Sarnia, ONT, Canada

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** Y

**Position Type** Non-Management
**Additional Information**:This hotel is owned and operated by an independent franchisee, Opal Hospitality. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

**JOB SUMMARY**

**WHAT YOU WILL DO**:
Front Desk Supervisor is an important member of a team that creates an atmosphere of exceeding guest expectations, each and every shift. Your role is vital in determining what impression the guest has of our hotel. You will find success in your role by ensuring the highest level of guest service by exceeding guest expectations to build loyalty, ensuring that brand operating standards are consistently maintained, coaching and mentoring the front desk team by creating an environment of learning and job fulfillment in a positive working environment.

You will oversee the daily operations of managing arrivals, departures, group needs, while balancing room inventory, and leading the achievement of the department’s revenue goals through training, motivation, promotion and incentives. Committing to guest satisfaction through consistent follow up on all guest satisfaction issues and delivering outstanding service recovery is paramount to your success in the role.

Checks in guests in an efficient and friendly manner, using the guest’s name whenever possible, and follows all Marriott Brand Check-in Standards.

Assures that the guest is assigned the type of room requested, and the correct rate is charged. Arranges for luggage to be delivered to the guest room if needed. Issues correct keys to the guest and mobile keys if requested.
- Checks out the guest at end of stay following Marriott standards.
- Ascertains the guests’ satisfaction, collects keys, posts late charges and presents the bill to the guest. Settles the bill accurately through debit card, gift card, credit card, direct bill or cash transaction.
- Understands and updates the team on packages, corporate rates, groups, and other hotel updates.
- Maintains a balanced float assigned by the hotel. Reinforces the cash procedure.
- Utilizes a variety of computer systems to check guests in and out, runs daily reports and selects and blocks rooms for arriving guests.
- Works harmoniously and professionally with colleagues and other departments.
- Creates modifies, and cancels reservations.
- Assists with responsibilities and duties of the front desk during busy times and also covers break of front desk agents.
- Provides basic trouble-shooting support for in-room services such as Internet, TV movies, and phone.
- Works closely with the front desk Team to ensure smooth handling of the guest luggage, deliveries and special requests.
- Daily preparation of all reservations for arrival, departure, VIP, Special Attention and Marriott Rewards guests as it relates to blocking, special requests, departure preparation.
- Responsible for training of all of Front desk employees and ensuring they complete their Marriott training.
- Fostering a culture where all employees are empowered to provide our guests any services, they request in order to exceed their expectations.
- Prepare and facilitate performance reviews and development plans for all guest services staff.
- Hold meetings with front desk staff to improve service operations.
- Help create and reinforce hotel procedures.
- Ensure the website and third parties reflect accurate hotel information at all times.

**JOB REQUIREMENTS**
- Minimum 2 years’ experience as a Front Desk Agent or Front desk supervisor.
- Relevant experience in a similar capacity in a premium/luxury hotel is preferred.
- Must have a passion for delivering outstanding service.
- Self-motivated, decisive, responsible and driven to achieve goals.
- Strong interpersonal skills, exceptional oral and written communication skills
- Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills.
- Able to remain calm under pressure.
- Must be organized and detail oriented.
- Strong multitasking skills
- Ability to work flexible hours, including mornings, afternoons, evenings, weekends, and holidays.
- Proficient in Word, Excel, and Outlook.
- This company is an equal opportunity employer._

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