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Front Desk Supervisor Jobs

Company

Hotel Marcel

Address , New Haven, 06511, Ct
Employment type FULL_TIME
Salary
Expires 2023-07-25
Posted at 10 months ago
Job Description

Are you looking to grow your career while opening and working at the first net-zero energy hotel in the United States? What about working for an employer that respects your knowledge and entrepreneurial spirit yet provides a framework of guidance and support?


Hotel Marcel, Tapestry Collection by Hilton

Hotel Marcel is a historic rehabilitation and adaptive reuse of the mid-century modern Armstrong Rubber Company Building aka Pirelli Building, originally designed by Marcel Breuer in 1967. The building is sustainable with LEED Platinum certification, solar power from the rooftop, parking canopy arrays to provide 100% of electricity for lighting, heating and cooling, electric car charging stations and much more. The hotel is the first Passive House certified hotel and the first net-zero energy hotel in the United States.


BASIC FUNCTION

  • Answer all phone calls (internal and external) promptly and knowledgeably, always ensuring complete and accurate information.
  • Foster a pleasant work environment with positive energy, lead by example
  • Be knowledgeable of fire and emergency procedures
  • Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
  • Assist in the ongoing training and development of team members in order to increase their productivity and guest service effectiveness
  • Perform duties in other departments, to include one shift in Housekeeping, as needed
  • Review all arriving/departing Guest Profiles; research pertinent information/preferences
  • Learn to process TA Commissions, OTA Reconciliations
  • Work alongside Guest Service Agents to ensure the accurate completion of shift checklists
  • Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Promote teamwork and quality service through daily communications and coordination with other departments. Notify sales of any possible group and/or event inquiries/bookings.
  • Set the expectation that all internal correspondence, including shift emails, must be current, accurate and contain all pertinent pass-on information.
  • Act as co-concierge with front office colleagues, using knowledge of immediate area, services, attractions and events to assist guests with local information and any concierge needs
  • Assist in the updating/merging/completion of Guest Profiles to fill all mandatory fields
  • Take ownership of the front office zone to ensure the area is clean, well-organized and all materials necessary for the completion of a successful shift are easily accessible and readily available; develop organization systems with your supervisor
  • Ensure all cash handling and credit policies are followed
  • Build authentic rapport with all guests, recognizing repeat business
  • Identify strengths and weaknesses, recognize teachable moments
  • Working with your supervisor, make necessary adjustments to SOPs to streamline and simplify
  • Follow established key control policy
  • Perform all other duties as directed by immediate supervisor
  • Monitor room availability throughout your shift, reviewing daily the selling status of the hotel
  • Build a strong working relationship with counterparts at hotels within our comp set
  • Process cancellations, revisions and information updates on changes within the reservations system.
  • Clear, open and frequent communication is crucial to ensure that hotel services are coordinated to provide the best possible guest experience.
  • Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards using the hotels reservations system
  • Follow property-specific Standard Operating Procedures; provide input for revisions, new protocols
  • Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting.
  • Up-sell rooms where possible to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
  • Give arriving guests a verbal orientation of the hotel and all hotel amenities while providing information on our history, mission, specific location

Brand: Hotel Marcel
Address: 500 Sargent Drive New Haven, CT - 06511
Property Description: Hotel Marcel
Property Number: 7284