Front Desk Supervisor - Mountain Modern Motel

About Us

The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

Our Values

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

Description

As Front Desk Supervisor, you are responsible for all aspects of the front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, guest follow-up, and conflict resolution. You must maintain high standards in all aspects of internal and external service and embrace the Mountain Modern Motel service culture. You will oversee the front desk team, acting as a role model, sharing your expertise and continually working to inspire the best performance. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.

Responsibilities

• Complete miscellaneous tasks as assigned.
• Educated and familiar with local and area recreational, dining, and cultural activities and attractions.
• Aligned with the culture, values, goals and human resource programs of the Marriott Brand.
• Communicating pertinent shift information to the next shift and direct supervisor.
• Ensure all service standards are met and adhered to.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Comfortable using Property Management Systems and other pertinent software as assigned
• Work seamlessly and communicate clearly cross-departmentally.
• Monitor guest accounts and room inventory.
• Oversees the front desk team members to ensure efficient and smooth operations in order to produce excellent feedback and guest satisfaction.
• Make reasonable and professional decisions
• Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Assist in development and implementation of best practices, policies and procedures for Front Desk team.
• Assist in the operation, inventory, and pricing of the hotel Lobby Market retail shop.
• Assist in training and performance management of front desk agents.
• Maintain a professional appearance and attitude at all times.
• Closely monitor front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up.
• Coordinate with other departments such as housekeeping or engineering to process guests’ requests.

Requirements

Requirements:

• Understand daily hotel operations and systems.
• Must read, write and speak the English language. Bi-lingual Spanish preferred.
• Must have minimum of two-years front desk experience.
• Proven track record resolving guest problems and expediting solutions.
• Flexible schedule during high business volume.
• Strong background of supervisory experience.
• Possess excellent verbal and written communication skills.