Supv Front Svcs

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Supv Front Svcs

Job Code:

17118

Profile Title:

17118 Supv Front Svcs

Grade / Band:

08

FLSA Status:

Exempt

The Front Services Supervisor will set the stage for guest experience with a welcoming smile and service. By understanding their unique stories and needs, the candidate will own their experience to create WOW moments and memories they will carry with them far  beyond their stay with us.

Oversee department operational functions within the Front Services department activities and staff, consistent with the strategic plan and vision for the department, the division and the property

Manage the delivery and measurement of guest service within assigned departments consistent with the company’s core service standards and brand attributes

Assess group travel movements and coordinate necessary guest service arrangements to accommodate luggage and ground transportation requirements

Schedule employees using staffing parameters that account for guest volumes and demand patterns

Maintain and evaluate service standards based on completeness and timeliness

Respond to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security

Respond to guest service interactions in a professional and timely manner, achieving positive resolutions

Partner with Valet operations to ensure a smooth flow of the arrival and departure process

Manage Human Resources responsibilities for assigned departments to include: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

Required

2+ Years of Prior Relevant Experience

Required

1+ Years of Prior Relevant Experience

Property wide baggage system experience

Preferred

2+ Years of Prior Relevant Experience

Lead/supervisory experience in hotel operations and/or related field

Preferred

3+ Years of Prior Relevant Experience

Guest service experience

Preferred

Work varied shifts, to include weekends and holidays

Required

Additional college education in hotel or business-related field

Preferred

Multi-lingual

Preferred

AAA 5 diamond, Mobil 5 star, or Forbes experience in a hotel/resort setting

Preferred

Working knowledge of various hotel systems such as Opera, HotSOS, GoConcierge, VIPr, Autocab, Autobells, CVPS, and  others

Proficient with handheld mobile application devices, multi-line phone and 2–way radio

Able to effectively communicate in English, in both written and verbal forms

Able to lead and mentor a team

Ability to work under pressure

Perception and awareness of individual needs and the ability to handle all situations calmly and professionally

Ability to multi-task and work well in a fast paced, team-oriented environment

Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e.  telephone, copier, fax machine

Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular  attention to detail

Effective listening abilities with strong judgment skills

Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

Maintain a professional, neat and well-groomed appearance adhering to company standards

Balancing

X

Bending

X

Carrying 10 pounds

X

50 pounds

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

100 pounds

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X