Front Desk Supervisor - Residence Inn by Marriott - Biltmore Village

Job Description

Job Description

Picture Yourself at Biltmore Farms as part of the Vanderbilt legacy of hospitality!

Why join our Front Office team?

• $18.00/hour starting pay
• Outstanding medical, dental, and vision benefits coverage
• Fun wellness program with annual bonus of up to $600
• 401K retirement plan with employer matching program
• Hilton brand hotel discounts for you, your family, and your friends
• YMCA membership monthly discount
• Parental leave with up to 6 weeks available for birth, adoption, and fostering
• Paid time off and paid holidays
• Friendly and supportive work environments
• Incredible employee learning and growth opportunities
• Exciting employee events and activities

As a Front Desk Supervisor, you will:

• Supervises Front Desk staff to ensure smooth and efficient operation during the assigned shift.
• Create and communicate the daily sales strategy to the front desk staff each shift to optimize hotel sell out efficiency.
• Demonstrate working knowledge of the service standards.
• Train and develop current and new staff member to perform at a peak level by empowering them to solve guest issues and creatively sell out the hotel.
• Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work. Observes performance and encourages improvement.
• Hold monthly staff meetings to discuss front desk issues and continually train the front desk to further develop their skill set.
• Uses creative management skills to solve guest and team member problems. Ensures compliance with company standards to ensure consistent high-quality guest relations.
• Manages desk, resolves guest concerns, handle emergencies and other challenges that may occur during the assigned shift. Implements resolutions by using discretion and judgment.
• Act as hotel PM MOD when scheduled.
• Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.
• Regular attendance in conformance with the standards, which may be established by Residence Inn from time to time, is essential to the successful performance of this position.

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.

• Handles guest relocations as required.
• Prepares daily forecast of expected arrivals and departures.
• Performs other duties and responsibilities as assigned or required.

Specific Job Knowledge, Skills, Abilities

• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
• Ability to access and accurately input information using a moderately complex computer system, including Hilton property management systems
• Interpersonal skills to provide overall guest satisfaction.
• Ability to work under pressure and deal with stressful situations during busy periods.

Education & Experience

At least a two-year Associates degree preferred. Hospitality/customer service experience required. Two years combined prior front desk and supervisory experience is preferred.

Physical :

Requires finger agility, grasping, writing, constant standing, sitting, frequent walking, repetitive motions, visual insight, and may, on occasion, lift and carry up to 40 pounds.

Post Offer / Pre-Employment:

For the on-going safety and well-being of our employees and guests, Biltmore Farms' on-boarding process includes a criminal history disclosure and screening process for employees selected for employment. This process begins after an offer of employment is extended in writing. Final decisions on employment will be treated in accordance with federal-, state-, and local laws and guidance and determinations will be made on a case-by-case basis prior to adverse action. Biltmore Farms is dedicated to matching candidates with a criminal history to a position where they can be successful

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer participates in E-Verify. Click here for more information.

AVISO: La Ley Federal le exige a todos los empleadores que verifiquen la identidad y elegibilidad de empleo de toda persona contratada para trabajar en los Estados Unidos. Haga clic aqu para obtener mas informacion.