Hotel Front Desk Supervisor

Pyramid Global Hospitality•Houston, TX

3d•Onsite

About The Position

The Houston Marriott Westchase Hotel Front Office Supervisor is responsible for overseeing the daily operations of the front office, ensuring exceptional guest service and efficient check-in and check-out processes. This role includes supervising front office staff, managing guest inquiries, and supporting the Front Office Manager in maintaining high standards of service and operational efficiency. This is a Full-Time position that requires the flexibility to work AM and PM shifts, with no scheduling restrictions, various days of the week and weekends, including holidays. Schedules change weekly based on business demands.

Requirements

Minimum Two (2) years of experience in full-service hotel front office operations, in a supervisor or lead role, is required.
Strong communication skills with ability to communicate effectively in the English language, both verbally and in writing.
Experience using full-service hotel reservation management software or other relevant programs/technology.
Advanced understanding of the GUEST and LEARN guest service models and behaviors.
Strong organizational and people skills, along with demonstrated ability to multi-task, adapt and prioritize in a fast-paced work environment.
Ability to initiate and organize required task independently, making decisions based on guest needs, established brand standards and hotel policies.
Able to effectively communicate with guest about their concerns with empathy and professionalism to deescalate complaints and successfully resolve concerns.
Able to be effective in proactively identifying issues where services may be falling short in guest needs, providing guidance and solutions.
Capable of remaining in a standing position, either stationary or walking, for duration of 8-hour shift.
Positions self to raise, lower, and extend arms to perform essential job functions.
Ability to lift and carry up to 15 lbs. regularly.
Knowledge and experience using Microsoft Office Suite Products.
Able to identify and respond quickly to safety concerns and emergency situations.

Responsibilities

Actively support Front Office Manager, along with other Front Office leaders, with day-to-day operations, and help identify areas for improvement as needed.
Knowledgeable of providing guest room information, hotel information, special events happening at the hotel, and the area, to guests in real time.
Supervise front office operations, ensuring team members follow the required best practices and exceed brand standards, providing training, support, and encouragement.
Lead by example, providing exceptional customer service always, in a positive and professional manner, by engaging in and taking a sincere interest in all guests.
Facilitate efficient check-in and check-out processes, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
Stepping in to assist when needed and help to resolve problems and “WOW” guests through service recovery when things aren’t quite right.