Front Desk Supervisor

About the role

Join Our Front Desk Leadership Team! 🌟 Are you a friendly, outgoing, and energetic professional ready to lead the way in hospitality? UNC Charlotte Marriott is seeking a **Front Desk Supervisor** to oversee our welcoming team and ensure every guest has an exceptional experience from the moment they arrive. As a Front Desk Supervisor, you'll be the first face our guests see, setting the tone for an unforgettable stay.

Responsibilities

• Supervises front office staff ensuring an efficient operation producing excellent results for our customers.
• Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.

Requirements

• High school education or equivalent experience.
• Experience 1 or more full years employment experience in a related position with this company or other organization(s).
• Understanding of all hotel front office procedures.
• High school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Supervision/management skills.
• Ability to communicate information and hotel services to management and guests.
• Excellent speech communication skills required for continual interaction with guests.
• Frequent use of phone.
• Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
• Continuous standing 90% of time - communicating with guests.
• No climbing required.
• No driving required.
• Lifting up to 50 lbs. guest luggage; limited.
• Pushing up to 50 lbs. bell cart; limited.
• Pulling up to 50 lbs. bell cart; limited.
• Carrying up to 25 lbs. guest luggage; limited.
• Continuous standing - 80% of shift.

Qualifications

• Education: High school diploma or equivalent.
• Experience: 1+ years of relevant experience.
• Skills: Strong customer service skills, effective communication, and supervisory abilities.

Benefits

• Medical, dental, and vision insurance.
• Health savings and flexible spending accounts.
• Basic life and AD&D insurance.
• Paid time off — vacation, sick days, and holidays.
• 401(k) with employer matching.
• Employee Assistance Program.
• Tuition reimbursement.

Pay

Competitive salary commensurate with experience.

Schedule

Full-time position with flexible hours to accommodate the needs of the team and guests.