Front Desk Supervisor - Opera experience Preferred

Trilogy Hotel; Montgomery (AL); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health, Dental, Vision, Life Insurance

401k with employer MATCH

Paid PTO

Uniforms Provided for most positions

Job summary

Ascent Hospitality in Montgomery, AL seeks a Front Desk Supervisor to lead daily front office operations, guest check-in/out, reservations, and service recovery. Opera PMS is preferred and experience in hospitality leadership is valued.

You will supervise front desk staff, maintain high standards of guest satisfaction, train employees, and collaborate with management to meet revenue goals while ensuring compliance with brand standards and safety policies.

Qualifications

• Must have 1+ years of guest service experience, preferably in hospitality.
• Basic computer knowledge and excellent written and verbal skills.
• Must communicate clearly in English and coordinate with guests and team members.

Responsibilities

• Supervise front desk operations and staff.
• Assist guests with check-in/check-out and reservations.
• Deliver high standards of guest service and resolve issues promptly.
• Collaborate with management to meet revenue goals and brand standards.

Skills

Guest service

Communication

Leadership

English proficiency

Multitasking

Education

High school diploma

Some college preferred

Tools

Opera PMS

Job description

Location: Montgomery, AL

Job Id:789

# of Openings:1

Ascent Hospitality has an extensive portfolio of hotels and a strong pipeline of new properties and acquisitions, but we’re not about numbers…we’re about people and that remains our foundation. Our culture expresses a memorable experience for all of our Team Members and guests alike. So we’re constantly looking for individuals who work well together for a unified purpose. For our leadership, we’re looking for accomplished individuals with a passion to serve others, strong communicators who clearly understand the needs of others and trendsetters who excel at challenges and change. If this is what you’re all about, consider joining our Team.
Ascent Hospitality is looking for a uniquely qualified hospitality leader to be our Front Desk Supervisor! Opera PMS is preferred.

This is a flexible shift AM and PM required. Weekends required.
The Front Desk Supervisor is responsible for the supervision of front desk operations; assisting guests upon check-in/out, processing reservations in a friendly, professional and timely manner, while following high standards of quality to ensure guest satisfaction. Effective supervision of assigned staff to ensure guest satisfaction, positive employee relations and achievement of overall financial results.

BENEFITS:

• Benefits - Health, Dental, Vision, Life Insurance, and other supplemental options!
• 401k with employer MATCH!
• Paid PTO!
• Uniforms Provided for most positions!

ESSENTIAL FUNCTIONS:

• Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
• Works side by side with staff to train and model appropriate guest service standards.
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
• Anticipates and responds to guests in a friendly and positive manner.
• Process check-ins and check-outs, verify billing, create reservations, and process special requests.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
• Assist with interviewing, hiring, coaching, and development of front office associates.
• Evaluates staff performance and coaches to ensure standards are met.
• Works in conjunction with manager to deliver discipline/corrective action and make termination decisions.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.
• Ensures all required training for department employees is completed and training records are maintained.
• Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.
• Utilizes available resources and adheres to Marriott training policies.
• Promotes collaboration and positive, professional work environment.
• Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
• Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.
• Monitors room availability, follows restrictions, and all booking policies and procedures.
• Drives sales and maximizes revenue by up-selling rooms and amenities.
• Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.
• Must have high attention to detail, good communication skills and leadership ability.
• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving.
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all Marriott Standard Operating Procedures.
• Conduct routine inspections of front desk operations to maintain standards per Marriott, local, state and federal regulations.
• Ensures a clean and safe work environment, and follows all Hotel Brand procedures for guest/employee incidents.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

• Must have one (1) or more years’ prior guest service experience, preferably in hospitality.
• Must have basic computer knowledge and excellent written and verbal skills needed.
• Must have excellent communication and organizational skills.
• Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments.
• Must be familiar with operation of office equipment such as: copier, printer, facsimile machine, telephone etc.
• Must have the ability to apply commonsense understanding to carry out instructions given.
• Must have the ability to comply in standardized situations with only occasional or no variables.
• Must have the ability to work flexible shifts
• Must have excellent customer service skills.
• Must be able to work without constant supervision.

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee frequently is required to walk, climb or balance, talk and hear.
• May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must be capable of effectively using close vision, distance vision, and color vision.
• Able to operate in mentally and physically stressful situations

QUALIFICATION STANDARDS:

• High school diploma or equivalent required some college or college degree preferred.
• A minimum of one (1) yearrelated experience in hotels or customer service preferred
• Must be able to work in team environment