Front Desk Supervisor (PM Shift) — Guest Experience Lead

Westmont Hospitality Group; Mount Laurel Township, Northern (NJ, KY); Hybrid; USD 26,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Retirement Plan with Match

Paid Time Off & Holidays

Employee Referral Program

Daily Meals

Job summary

Westin Mount Laurel is seeking a Front Desk Supervisor for the PM shift at our Mount Laurel, NJ property. The role requires overseeing front desk operations, guest check-ins/outs, and training frontline staff to ensure service excellence.

The position is full-time, hourly, with expectations of weekend and holiday coverage and adherence to brand standards. Marriott-experience is preferred, with a focus on guest satisfaction and smooth daily operations.

Qualifications

• Two years combined prior front desk and supervisor experience.
• Prior Marriott experience preferred

Responsibilities

• Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rates. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Closeout guest accounts at the time of check out. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout the front office area.
• Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
• Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate the flow of arrivals and take necessary steps to ensure smooth check-in/out.
• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of the hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on the PMS system.
• Monitor and track the time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures for associates who are not in compliance with the standard.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure a consistent quality work environment.
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by management.

Job description

Westin Mount Laurel is seeking a Front Desk Supervisor for the PM shift at our Mount Laurel, NJ property. The role requires overseeing front desk operations, guest check-ins/outs, and training frontline staff to ensure service excellence.

The position is full-time, hourly, with expectations of weekend and holiday coverage and adherence to brand standards. Marriott-experience is preferred, with a focus on guest satisfaction and smooth daily operations.