Front Office - Front Desk Supervisor
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Job Number 180007W0
Job Category Rooms and Guest Services Operations
Location Shanghai Marriott Hotel City Centre, Shanghai, China VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Position Type Non-Management/Hourly
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Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang （Middle） Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.
To supervise Front Desk associate to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that Front Desk operations are working in a professional manner at all times including a day to day supervision of the team. Ensure that the Front Desk is running smoothly and provides courteous and efficient service to guests. Will perform Front Desk associate and cashier responsibilities and duties when assigned, and assume desk manager’s responsibilities when needed. To train Front Desk associates on a daily basis, on-the-job and 15 minutes training. Assist the FDM in all areas to ensure a correct and smoothly-operating department.
SPECIFIC DUTIES: 具体职责：
1. Staff Management员工管理
a. Hold a pre-shift meeting with associate prior to reporting to stations.
b. Be prepared for each daily activity and review any variations with manager and associate.
c. Ensure work shifts are covered with adequate staffing during peak periods and when there is high occupancy.
d. Ensure all associates are aware of role and responsibilities and operate within their guidelines.
e. Consistently document variations in associates performance including coaching, counseling and appropriate disciplinary action in such cases.
f. Ensure associate is properly groomed and wear clean uniform including name tag at all times. Carry the Basic card and know the Basic of the Day.
g. Ensure department cleanliness is maintained at all times.
h. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.
i. Maintain efficiency in the operation of the associate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
j. Maintain close control and inventory of uniforms, supplies and equipment on hand.
k. Assist with the preparation of weekly schedules in accordance to guest needs and associate availability.
l. Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
m. Maintain a complete and accurate set of logs (pass-on, management schedule, emergency procedures, etc)
n. Maintain a good working relationship with the associate and other departments.
o. Determine the requirements for, and the follow-up on, special groups or VIPs.
p. Constantly stress to the associate that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to use when assisting guests.
q. Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.
r. Establish effective communication with associates to gain their trust and respect.
s. Maintain fair and consistent counseling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.
2. Train 培训
a. Ensure all associates are safety conscious and trained in safe work practices.
b. Assist with implementation of an effective training program for new and current associates using training matrix, menus and appropriate reference manuals.
c. Assist with implementation of proper training program and control the training of the associate to top efficiency in accordance with Marriott policies
d. Encourage problems solving by associates through proper training and empowerment.
e. Provide job descriptions and an updated training manual.
f. Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.
g. Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc.
h. Assist with facilitating departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.
i. Follow up regularly with Front Desk Managers regarding the Front Desk process and the performance of their department responsibilities along with the department’s function.
3. Administrative 行政
a. Assist Front Desk Managers with monthly department meetings.
b. Establish goals and objectives to improve the department.
4. Additional Responsibilities
a. Responsible for the efficient and professional running of the Front Desk, including relationships with other departments.
b. Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
c. Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
d. Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all policies, procedures and standards.
e. Recommend to the Management changes in procedures likely to improve the standard of services.
f. Responsible to up sell the hotel rooms and facilities and achieve the highest possible occupancy.
g. Keep update and necessary information of Hotel and city to answer or provide services to inquiry guests.
h. During peak hours, be at the Front Desk to ensure efficient and smooth service is provided to all customers.
i. Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
j. Be problem seeker and solver. (Use the L.E.A.R.N. process)
k. Cash out cashiers at the end of each shift according to the blind drop procedures.
l. Perform three rotating shifts (AM, PM & Night).
m. Check opening house count and establish rate to be quoted during the day with the Revenue Manager and the Front Office Manager.
n. Review discrepant rooms regularly with housekeeping department.
o. Ensure that all Marriott Rewards guests, VIP guest and repeat guests are identified, recognized, pre-blocked and special treatment is arranged for delivery to the room.
p. Review credit report and take appropriate action to resolve all problems. Report any discrepancies to Front Office Manager immediately.
q. Ensure that O-status and H-status do not carry any unusual outstanding balances.
r. Complete work or special projects as assigned and make sure to meet due dates.
s. Work together with associate on the same level, train and retrain on aggressive hospitality, technical and communication skills.
t. Check the information board, daily event sheet, and have it updated on the daily basis.
u. Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments.
v. Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of the hotel.
w. Develop knowledge about frequent guests and their special requests and needs through Guestware program.
x. Be familiar with cultural differences in order to meet all different guests and associates needs.
y. Be skillful with Opera and MARSHA programs.
z. Be able to perform the task of Room Controller.
aa. Be knowledgeable about etiquette and protocols.
bb. Be familiar with all emergency plans and be able to act upon them.
cc. At all times strive to represent Marriott in the most professional, courteous manner.
dd. Any other duties as may be assigned from time to time by management.