Front Desk Supervisor / Manager

Sheraton Pittsburgh at Station Square company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Sheraton Pittsburgh at Station Square is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Communicate effectively both verbally and in writing to provide clear direction to staff.   Assign and instruct front desk clerks in details of work.  Observes performance and encourages improvement.
• Greets 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.
• Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash; make changes and balance as assigned house bank.  Accept and record vouchers, travelers’ 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 a positive and clear English language.  Input messages into the computer.  Retrieve messages and communicate the content to the guest.  Retrieve mail, small packages and facsimiles for customers as requested.
• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel.  Ensure compliance with all brand standards.  Coordinate and track successful completion of training on PMS system.
• Monitor and track time and attendance of associates.  Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment. 
• Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
• Manager on Duty (MOD) in absence of Front Office Manager
• Turns in all lost and found items and all guest room keys.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to management.
• Reports accidents, injuries, near-misses, property damage or loss to management.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by management.

Qualifications

• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.  High school diploma preferred.
• 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 accurate information and help resolve conflicts.
• Two years combined prior front desk and supervisor experience.
• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
• Ability to read, listens, and communicates effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Experience with hotel property management systems (PMS)
• Marriott systems experience is preferred at many properties
• Knowledge of:
  • Check-in/check-out procedures
  • Room inventory management
  • Credit card/payment handling
  • Loyalty programs like Marriott Bonvoy
  • Proficient with GXP and all functionality
  • Marriott standards and procedures
  • Lightspeed PMS

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Standing 95% of shift
• Lifting up to 50 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.            

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Sheraton Pittsburgh at Station Square is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.