Front Desk Supervisor Salary: Competitive
Location: Aberdeen, Aberdeenshire
Job Reference: Caterer/UKI0293-2
Employer Type: Hotel Date Posted: 24/05/2012 18:02:10
Job DescriptionAssists the Front Desk Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Front Desk and AYS. Position directs and works with manager and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and associate satisfaction and maximizes the financial performance of the department.
RequirementsSkills Required:- An enthusiastic and loyal attitude;
- An approachable and service-orientated approach with guests and fellow associates;
- Quick adaptation to new procedures;
- Ability to meet business needs in respect of shifts worked;
- Excellent communication skills;
- Able to deal calmly and efficiently with difficult situations in a pressurised environment;
- Must enjoy interacting with guests.
Knowledge Base:- IT skills essential;
- Knowledge of Microsoft Word, Excel and Outlook;
- To have in-depth knowledge of local area including restaurants and attractions.
- Knowledge of hotel operations systems (Opera);
- Knowledge of cash and foreign currency handling.
Attainment:- Good standard of education required;
- SVQ's in customer service or hospitality preferred.
Experience:- Previous experience within a similar Front Desk environment is desirable.
Responsibilities- Functions in place of the Front Desk Manager in his/her absence;
- Ensures compliance with all Front Office policies, standards and procedures;
- Sets a positive example for guest relations;
- Displays outstanding hospitality skills;
- Empowers associates to provide excellent customer service;
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction;
- Gives appropriate feedback to improve individual hospitality skills based on hospitality audit;
- Communicates critical information from pre- and post-convention meetings to the Front Office staff;
- Strives to improve service performance;
- Utilizes an "open door" policy;
- Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs);
- Collaborates with the Front Desk Manager on ways to continually improve departmental service;
- Participates in department meetings;
- Provides feedback to associates based on observation of service behaviors;
- Handles guest problems and complaints effectively;
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates;
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results;
- Reviews associate satisfaction results to identify and address associate problems or concerns;
- Participates in the associate performance appraisal process, providing feedback as needed;
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results;
- Ensures associate recognition is taking place on all shifts.
Benefits PackageMarriott associate rates worldwide;
Pension plan; Discount on F&B at other Marriott hotels;Meals on duty;Uniform; Development.
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