What are the responsibilities and job description for the Front Desk Supervisor position at Shopping Center Management d b a Turnberry Associates?
About Us
The JW Marriott Nashville Hotel offers the ideal location for leisure, business and meeting guests in the heart of downtown Nashville, adjacent to the state-of-the-art Music City Center. The first-to-market JW Marriott property includes 533 guestrooms, inclusive of 37 suites, along with a broad array of amenities. The 33-story hotel features 50,000 square feet of indoor function space, an expansive 10,000 square-foot outdoor pool and lounging deck overlooking the city skyline, Bourbon Steak by Michael Mina, as well as a 15,000 square foot event lawn.
Owned and operated by Turnberry, the JW Marriott Nashville is located at 201 8th Ave. South, Nashville, TN. To learn more, visit the official JW Marriott Nashville website or follow the hotel on social media via Facebook, Instagram and Twitter.
Position Summary
The Front Desk Supervisor is responsible for supervising the day-to-day activities, on the floor, to ensure that the department operates smoothly and efficiently. This position requires the ability to be a role model and lead by example, by offering an exceptional first impression to all guests, while having a natural passion for delivering flawless service. This position will also require the ability to hold associates accountable to the highest standards and expectations upheld by the JW Marriott brand standard.
Responsibilities:
- Act as Manager On Duty for the hotel, handle guest concerns, problem solving, disturbances, special requests and any other situations that may arise
- Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests, including Marriott Rewards Elite members, through attention to detail and loyalty recognition
- Establish and maintain open, collaborative relationships with associates and fellow departments
- Ensure all associates are attentive, friendly, helpful and courteous to all guests, managers and other associates by influencing a service-leader culture
- Conduct pre-shift meetings, maintain and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests and conduct proper follow-up
- Balance room inventories to maximize stay-through reservations, and increase bookings
- Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to housekeeping special requests such as feather-free, turn-down
- Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy calls
- Maximize room occupancy and revenue with sell-out efficiencies, implement oversell strategies and apply up-selling techniques to promote hotel services and facilities
- Maintain all front desk related equipment and a par stock of supplies
- Ensure work area and lobby cleanliness is maintained at all times
- Maintain a presence in the lobby, serve as lobby ambassador when not stations at the front desk
- Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
- Ensure Elite members and VIP Guests are recognized, with loyalty program in place
- Monitor the grooming and appearance standards and supervise the performance of the Front Office Team members with an emphasis on cohesiveness, and service excellence standards
- Conduct monthly communication meetings, in the absence of the Front Office Manager, and produce meeting minutes
- Assist the Front Office Manager with setting departmental objectives, work schedules, policies, procedures and provide further support as needed
Qualifications:
- Ability to speak, read, write and understand English
- Professional demeanor appropriate for a luxury environment
- Minimum of two (2) years hotel experience in Front Office, comprehensive knowledge of Front Office operations, policies and procedures
- Minimum of one (2) year supervisory experience in a high volume hotel preferred
- Excellent interpersonal, management, written/verbal communication, and training skills are essential
- Positive attitude, team focus, enthusiasm, excellent customer service skills
- Ability to work a flexible schedule, including evenings, weekends and holidays, according to department needs and business volumes
