EXPERIENCED Front Office Supervisor - Residence Inn Jacksonville

The Residence Inn Jacksonville Downtown is seeking an experienced Front Office Supervisor with Marriott Select Brand knowledge to lead a solid Team. 

Summary

Ensures guests receive exceptional service of guest service operations of front desk.   

Job Duties

• Interviews, selects & train associates

• Motivates staff through positive reinforcement, and leading by example

• Administers progressive discipline, following company guidelines

• Administers performance appraisals

• Attends required meetings and training

• Conducts departmental and other required meetings for which s/he is responsible

• Ensures that established back-up procedures (reports, equipment, etc.) are in place

• Ensures that all departmental policies and procedures are adhered to

• Implements and maintains Baywood & Brand promotional programs and procedures 

• Monitors guest arrivals, ensuring special requests are met. Coordinates group arrivals and departure when needed

• Monitors room inventory and status, ensuring the proper room type is available upon guest arrival

• Ensures a professional image (physical appearance, demeanor, and verbiage used) is portrayed at all times by associates under his/her supervision.  

• Monitors cleanliness and neatness of departments for which s/he is responsible.

• Monitors inventory of operational supplies, placing orders in a timely manner.

• Ensures proper communication within department by use of meetings, notice boards, log books, memos, etc

• Communicates with other departments, therefore promoting a seamless operation.

• Ensures that all equipment is maintained properly.

• Monitors market operations, i.e. cleanliness, merchandising, and inventory. Place orders in a timely manner.

• Monitors pantry inventory & purchases, ensuring that food supplies are always in stock

• Reviews the guest credit report, addressing any issues

• Prepares weekly schedule and monitors payroll to ensure adherence to established budgetary guidelines.  Ensures proper staffing to service business demands. Provides coverage as needed.

• • Reviews departmental checklists, conducting random audits to ensure that tasks are completed as required

  • Monitor departmental expenses, including payroll, keeping costs at or below budgeted guidelines

  • Monitors associate time record, correcting any errors found. Obtains necessary authorization for corrections made, and file all payroll related documents in the appropriate secured location 

  • Participates in safety initiatives and is an integral part of the Safety Committee.

  • Completes incident reports, taking appropriate action. Notifies appropriate parties

  • Performs role of Manager on Duty as needed

  • Participates in the BEAR activities and other company sponsored community service & fundraising events.

  • Additional duties may be added at any time at the discretion of management. 

  
  

  Consistently models the behavior of a ‘Baywood Ambassador’ who: 

  • Maintains a professional image, including physical appearance, verbiage, and body language, at all times.

  • Warmly greets both guests and coworkers (using the 10/5, first & last rule) every time they come in contact.

  • Actively listens to guests and associates, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction.

  • Fosters teamwork by offering assistance to others, as needed.

  • Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues.  Reports discrepancies to the proper department.

  • Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures.

  • Recommends other Baywood properties to our guests, when appropriate.

  • Makes a genuine effort to identify and seize each golden opportunity to ‘WOW the guest!’ demonstrating our motto ‘It’s Better at Baywood!

  Skills/Qualifications

  Education:

  • Bachelor’s degree in hospitality or related field, however skills/knowledge gained through on-the-job training and previous experience may substitute for degree

  Certifications / Licenses:

  • Brand Certifications preferred

  • Must have a valid driver’s license, in good standing (if property operates a shuttle van).

  Experience:

  • Minimum of 2 years hotel experience

  • Minimum of 2 years management experience, of which 1 year is in Hospitality Management.

  Additional Skills: 

  • Bi-lingual (Spanish & English) preferred

  • Proficient in Microsoft Office® (Excel, Word)

    • Proficient in the hotel’s Property Management System  preferred; FOSSE

    • Ability to communicate effectively, both written & oral

    • Ability to multi-task

    • Ability to motivate and lead a team

    • Ability to obtain information from various sources, quickly analyze the issue and providing a responsible course of action.

    • Ability to operate standard office equipment, including: computer, copier, & printer

    • Ability to safely operate a passenger shuttle van

    • Ability to perform job duties of all positions within the department

    • Ability to learn and adhere to Brand & Baywood Hotels’ standards

    • Ability to take information from various sources and determine a responsible course of action

    • Ability to understand interdepartmental relationships

    • Ability to operate office equipment and industry specific software (PMS)

    • Ability to remain calm during stressful situations

    Physical Demands

    • Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)

    • Sitting: Rarely

    • Bending, Stooping, Reaching: Occasionally

    • Lifting, Push/Pull: 40 lbs infrequently

    • Driving: Rarely

    • Traveling: None

    Environmental Conditions: 

    • Inside: Protection from weather conditions but not temperature changes

    • Outside: Rarely