Front Office Supervisor - Military Veterans

Additional Information: This hotel is owned and operated by an independent franchisee, Epicurean Hotel Atlanta. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotels employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Front Desk Supervisor is a unique position in which the individual will be responsible for managing the Front Desk (Host), Bell Attendant, Concierge Services, AYS/PBX and Night Audit. The Supervisor will serve as the first impression of the property and be responsible for providing a unique, professional, and most importantly hospitable warm arrival/departure experience.

Job Description
Essential Functions:

• The Front Office Supervisor leads and performs all duties of the front office including check-ins, check-outs, reservations, guest phone messages and special requests. Supervisors ensure that guests have a great stay. This position requires diplomatic skills and the ability to deal with people from diverse cultures and backgrounds.
• Front Office Supervisors ensure that all front office and guest services team members receive adequate training in all Front Desk policies and procedures. They assist the Front Office Leaders in motivating the team and participate in the training and development of all Front Office staff. Front Office Supervisors make sure all arrivals are blocked and evens out the house count. They check the arrivals of VIP guests, and oversee upgrades, per hotel standards. They verify the accuracy of the cash drawers at the beginning of the shift and supervise the close-out of shift work and cash at the end of the shift. Front Office Supervisors communicate all essential information to the following shift to ensure a smooth transition through the Front Desk logbook.
• The ability to interact with guests by providing exceptional customer service and sharing hotel knowledge using personalization such as using the guests name.
• Knows all functions of the department to effectively highlight the hotel and its unique story to each guest.
• Assign guest rooms as per their preferences, paying attention to those nonverbal cues that make each experience memorable.
• Process mobile arrivals and execute flawless service in remote check in area.
• Ability to engage and navigate high tech amenities and applications.
• Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.
• Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.
• Assist with guest luggage and receive, store, and deliver both luggage and mail.
• Responsible to communicate and collaborate closely with leaders and associates within all departments of the hotel!
• Respond to guest inquiries and resolve any guest challenges in a timely and professional manner.
• Hold associates accountable to complete their New hire checklist and 90 days evaluation.
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Report any suspicious activity or unusual items in the room.
• Report any irregular behavior from guests in public areas and or in room.
• Ability to take initiative and handle assignments with limited supervision.
• Follow all hotel policies and procedures as outlined in the team member handbook and SOPs.
• Maintain cleanliness and order of work area.

Qualification Standards:

Education & Experience

• High School Diploma or higher
• A minimum of 2 years of previous full-service hotel experience
• Previous Marriott experience preferred.
• Previous Opera PMS experience preferred.
• Excellent customer service skills
• Possesses the ability to communicate effectively written and verbally.
• Must be able to work a flexible schedule.
  

Physical Demands

• Ability to sit or stand for extended periods of time.
• Ability to bend.
• Ability to lift, pull 50 lbs.
• Ability to communicate clearly.
• Corrected vision to normal range.
• Ability to work long hours as needed.
  

Mental Demands

• Make sound judgments quickly.
• Work on multiple tasks and completes tasks within the deadlines provided.
• Able to work independently, take direction, and provide direction to others.
• Manage differing personalities within the office, the hotel, and the community.
• Maintain the highest degree of confidentiality.
• Ability to work effectively in stressful, high-pressure situations

This company is an equal opportunity employer.

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The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer todays traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.