Front Desk Supervisor

About Us

San Ramon Marriott awaits you to join us on the journey to exceptional guest service! Tucked away in the urban oasis of San Ramon, surrounded by mountains and Redwood Trees, the hotel is within walking distance to shopping, Fortune 500 companies, and top-notch dining experiences. It is the perfect location for work and play. Be part of a group of people who are passionate about the Hospitality Industry. When you join the HEI Team, you also get the benefit of the "HEI Loves" Culture where we make the time to celebrate our associates by offering the most competitive compensation, benefits and PTO programs. Our associates are also eligible to take advantage of life-needs such as health and wellness, a robust retirement plan, travel benefits, product and service discounts and much more! Don't meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner. 

Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement. 
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. 
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. 
• Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. 
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. 
• Communicate both verbally and in writing to provide clear direction to staff. 
• Comply with attendance rules and be available to work on a regular basis. 
• Perform any other job related duties as assigned.

Qualifications

• High school diploma required, college degree preferred. 
• Three years experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. 
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. 
• Ability to access and accurately input information using a moderately complex computer system. 
• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and d