Front Desk Supervisor
Company: Magnolia Hotels
Location: Houston , TX
Category: Management, Customer Service, Administrative / Clerical, General, Hospitality / Hotel
Job Type: Full Time
Posted: 12/6/2018
JOB DESCRIPTION:

IT FEELS GOOD HERE.

A feeling remarkably different than that of a chain or branded hotels.

 

 

 

The duties and responsibilities of the Front Office Supervisor position include but are not limited to:

  • Create, train and sustain a culture of guest service excellence in all front office personnel.
  • Assist in developing sustainable training for all front office personnel (including Valet if applicable) regardless of employee’s tenure in the front office.
  • Train staff in the learning and delivery of concierge services to guests.
  • Updating communication boards for front office staff to stay current with downtown events, services and facilities so as to better assist guests.
  • Delegate effectively.
  • Demonstrate initiative and a positive attitude.
  • Take ownership of guest service issues that are escalated and demonstrate superior problem-solving and follow up skills.
  • Review zip code and email capture reports to support guest service agents in achieving goals.
  • Review no show reports to ensure guests were charged.
  • Receive and ensure all same day Expedia reservations.
  • Ensure that all guest interaction with front desk staff is positive and professional and staff empowerment is encouraged and supported.
  • Understand guest survey and Revinate results and scores and continually focus on ways to improve.
  • Inspect all VIP rooms and amenities and conduct care calls to all VIP guests per VIP SOP.
  • Maintain communication with Front Office staff and close out inventory when necessary when hotel is at high occupancy.
  • Rate Check twice a week for 7 days out to confirm/ complete billing routing and adding Guest message to all promotional rate codes. – could be automated in the rate plan building?
  • NOR1 upsell purchases and manually changing room type and adding the Extra in the reservations.
  • Review comp set upgrade pricing twice a year, (Jan and Jun).
  • Backing up Guest Service agents as demand requires.
  • Checking inventory on high occupancy dates and assigning rooms if needed to balance the house.
  • Maintain guest confidentiality as necessary.
  • As may be necessary stage and oversee delivery of amenity packages to guest rooms as expressed in group resume, BEO or individual reservation.
  • Enforce absolute adherence to PCI Guidelines from all front office staff.
  • Manage cash handling procedures as prescribed in Magnolia Hotels’ procedures.
  • Be the Hotel standard bearer for professionalism, appearance, service, and success to the Hotel staff.
  • Conduct all other duties, responsibilities, actions and activities that are inherent in a
  • Front Office Supervisor position
  • Other duties as assigned by Front Office Manager

 

 

EOE  M/F/D/V

 

Some great benefits we offer:

 

  • $50 Metro bus card every month
  • Medical, Dental, Vision after 30 days
  • Birthday day off with pay
  • We pay your citizen application fee
  • We help towards your tuition
  • We award you on your anniversary with a pair of shoes through Shoes for Crews
  • We give back to school supplies every year for your children
  • Discounted rooms at all Marriott Hotel properties.
JOB REQUIREMENTS:

All positions require outstanding guest service skills.

 

 

Proof of work eligibility required upon hire date.

Magnolia Houston performs criminal background checks and is a drug free workplace.

ADDRESS:
Houston , TX 77002
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