Delighted to Serve Front Office Spvsr

FRONT OFFICE SUPERVISOR

Starting Hourly Pay: $25.15 to $26.15 USD Per Hour DOE, Overtime Eligible (Increases at 6 months, 12 months, 24 months)

Benefit Package: Medical, Dental, Vision (available for you and your family)

Benefit Package:  Medical, Dental, Vision (available for you and your family)

• Generous Paid Time Off (PTO) Program. PTO Plan accrues from day 1, use on 91st day of employment, about 19 days the first year. Accrual rate of 5.846 hours per pay period first year.
• 401k after 30 days of employment with company match (100% of salary deferrals up to the first 3% and 50% of salary deferrals on next 2%.
• Public Transportation benefits (50% discount)
• Employee Parking Discount in hotel garage $7.00/day or $140.00 per month
• Complimentary employee meals.
• Free Short Term Disability (up to 2K per week) & free long term disability (up to $10K per month) after t30 days of employment.
• Free Life Insurance & Accidental Death & Dismemberment (AD&D) Plan after 30 days of employment (1.5 times of annual salary).
• Free Employee Assistance Program (EAP).
• Marriott Associate Discount Travel Program (Up to 80% hotel travel worldwide)
• Marriott Bonvoy Program (Membership)
• Employee Fitness Center
• Management Training and Development Programs

• Continual Growth and Training Programs from Harvard Business School

Were you always the curious kids that opened every cabinet, peeked behind every door, and never pass up the opportunity to ask "why"? If that sounds like you then the Renaissance is the place for you! Here at the Renaissance Seattle we welcome you to bring your personal style to every experience and interaction and encourage the curiosity and the “why” in you. If you’ve got authentic style, a natural curiosity and a warm way with people, then come live the Renaissance way…. live life to DISCOVER. If you’re passionate about your neighborhood, always looking to explore places one wouldn’t find in a travel guide and love making new and exciting discoveries then the Renaissance Seattle is the right place for you to shine, explore and grow! The Renaissance isn’t just a place to spend the night, it's a place with style just as unique and adventurous yours. We’re not just looking for anyone… We’re looking for YOU!

DESCRIPTION

You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn’t find in a travel guide. If this sounds like you, you’re in the right place. You’ve got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That’s why we’re not just looking for anyone. We’re looking for someone like you.

JOB SUMMARY

Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

Education and Experience

• High school diploma or GED; 1 years’ experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; no prior work experience required.

CORE WORK ACTIVITIES

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Aid individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Aid coworkers, ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assist management in preparing and conducting performance reviews of hourly employees.
• Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
• Assist management in preparing work schedules of hourly employees.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Assist management in preparing payroll of hourly employees (e.g., ensure accuracy, adjustments, and distribution).
• Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.

Finance Related

• Process all payment types, adjustments, etc. such as room charges, cash, checks, debit, or credit.
• Manage and secure bank.
• Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.
• Accept and record wake-up call requests and deliver to appropriate department.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other ambassadors and departments.
• Handle sensitive issues with ambassadors and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectation and standards
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• Assign room according to guest request and preferences whenever possible.
• Sell a room/accommodation to guests without reservations based on availability.
• Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Accommodate requests for room changes when possible.
• Obtain and verify proper tax-exempt information for tax-exempt guests.
• Verify and adjust billing for guests.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• File guest paperwork or documentation.
• Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
• Review requests for late check-outs and approve according to occupancy.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Clear departures in computer system to document that rooms are no longer occupied.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Provide change to guests.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Cash guests' personal checks and traveler's checks.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Reservations/Blocking Rooms

• Anticipate sold-out situations and determine how many rooms are over-committed.
• Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them.
• Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition). 

Reports/Recordkeeping

Guest Services

• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

At Your Service/Delighted to Serve

Cash Handling

• Balance and drop receipts according to Accounting specifications.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Count bank at end of shift and secure bank.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down. 

Finance-Related

The Renaissance Seattle Hotel requires full COVID 19 vaccinations including any/all applicable booster(s) for employment, to the extent of the law, respecting ADA & religious accommodations

Renaissance Seattle is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Renaissance Seattle does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. 

Washington State is an “at-will” state and as such both employer and employee reserve the right to terminate employment at any time, with or without notice or cause, except as otherwise provided by law. 

Note:  The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified and are subject to reasonable adaptations at any time, as the company requires.