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Reception Supervisor

1 month ago

Birmingham, United Kingdom Delta Hotels by Marriott Birmingham Full time

**Operations/Property Management**
- Performs all duties at the Front Desk as necessary
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
- Opens and closes Front Desk shifts and ensures completion of assigned shift checklist and other duties.
- Runs and reviews critical information contained in Front Desk reports.
- Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
- Temporarily supervises all areas of the Front Office in the absence of the Front Office Manager.
- Operates all department equipment as necessary and reports malfunctions.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Ensures associates have the proper supplies and uniforms.
- Understands night audit procedures and is able to comprehend and utilize reports as necessary.
- Helps to train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures.
- Participates as needed in the investigation of associate and guest accidents.
- Understands and complies with loss prevention policies and procedures.
- To support the Night Operation by working Night Shift in the event of absences, planned or unplanned

Performs Duty Manager shifts as required

**Guest Satisfaction**
- Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
- Sets a positive example for guest relations.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
- Empowers associates to provide excellent customer service within guidelines.
- Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
- Assists in the review of comment cards and guest satisfaction results with associates.

**Human Resources**
- Participates as needed in the interviewing and hiring of Front Office associate team members with the appropriate skills.
- Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
- Communicates performance expectations associates in accordance with job descriptions for each position.
- Participates in the associate performance appraisal process, giving feedback to Front Office Managers on individual associate performance issues.
- Coaches, counsels and encourages associates. Participates in associate progressive disciplinary procedures as required.
- Handles associate questions and concerns.
- Participates in an ongoing associate recognition program.

**Sales and Revenue Management**
- Supervises same day selling procedures to maximize room revenue and hotel occupancy.
- Performs procedures to verify accuracy of room rates to maximize revenue opportunities, e.g., rate variance report; bucket check.

**Financial Management**
- Uses budgets, operating statements and payroll progress reports as needed to assist in the management of Front Desk operations.
- Assists as needed in utilizing the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Assists in performing the payroll function.
- Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
- Understands the impact of Front Desk operations on the overall hotel financial goals and objectives.
- All Marriott policies on cash, key and all controls are adhered to and followed consistently.

**Job Types**: Full-time, Permanent

**Salary**: £11.24-£12.24 per hour

**Benefits**:

- Company pension
- Cycle to work scheme
- Discounted or free food
- On-site parking
- Private medical insurance

Ability to commute/relocate:

- Birmingham, B16 8SJ: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Hotel Front Office: 1 year (required)

Work Location: In person

Reference ID: 22071602

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