Front Office Supervisor - Delta Hotels by Marriott Fargo ND

Job Purpose

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. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

Supervisory Duties

• 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.

Customer Service

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.

Telephone and Reservation Services

• Be friendly, thorough, accurate and efficient in taking reservations.
• Be friendly, thorough, accurate and efficient in performing Check-ins.
• Be friendly, thorough, accurate and efficient in performing Check-outs (If applicable).
• Operate or assist with shuttle or transportation Service in a timely and courteous manner.
• Aid guests with luggage upon their arrival to and departure from the hotel.
• Use the guests’ names.
• Be knowledgeable and helpful about the local area, the hotel and hotel services.
• Handle messages, wake-up calls, mail, and faxes properly.
• Aid guests’ with laundry/dry cleaning needs.
• Know of incoming VIPs.

Skills and Responsibilities

• Properly handle and account for keys.
• Knowledgeable of policies regarding emergency procedures and security concerns.
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available.
• Have full understanding of franchise honors program.
• Ensure all customers establish credit upon check-in.
• Improves timeliness of cash flow by adhering to all established credit and inventory control procedures: Verify all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers.
• Identifies and records special billing instructions and notifies accounting.
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
• Adheres to hotel policies regarding the use of cash banks.
• Reports potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements

• High School diploma /Secondary qualification or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

Amazing Benefits

• Team Driven and Values Based Culture
• Medical/Dental/Vision Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program