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Front Desk Supervisor

Posted January 13, 2022

Residence Inn by Marriott Sacramento Downtown at Capitol Park
Sacramento, CA
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About This Job

Our Residence Inn is located in the heart of Downtown Sacramento and is surrounded by parks, restaurants and several great places to eat. We offer free downtown parking to all our team members, or we are walking distance to light rail and the RT bus stops just a block from our location.

We pride ourselves in our great customer service towards associates and guests. We put people first! Our management team understands the need for flexibility and work life balance, which allows our team to always give our guests the best service. We currently rank #2 of all Sacramento hotels on TripAdvisor.

Our associate’s safety through COVID is demonstrated by our training program and continuous reinforcement of processes that keep our guests and associates safe.

Let’s not forget about benefits. For full time associates we offer some of the best coverage in our industry through Kaiser Permanente. We also offer medical benefits to part time associates. Our management company offers 401k with company matching, vacation and sick pay.

COVID has been hard, but our team has pulled together and become a family. We would love to meet you and tell you all about our culture, who we are and all about our award-winning team of amazing people.

JOB OVERVIEW:  Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

ESSENTIAL JOB FUNCTIONS:

Train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.

Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.

Supervise the Guest Service Agents.

Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. 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.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English.  Self-starting personality with an even disposition.   Maintain a professional appearance and manner at all times. Can communicate well with guests.  Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.  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 detect signs of emergency situations.  Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.  Ability to establish and maintain effective working relationships with associates, customers and patrons.

Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with Crescent staff.  It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.  Every Crescent associate is a guest relations ambassador, every working minute of every day. 

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.  You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

The safety and security of our guests and associates is of utmost importance to Crescent.  Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Residence Inn by Marriott Sacramento Downtown at Capitol Park

1121 15th Street
Sacramento, CA 95814

(916) 443-0500

235 Room Extended Stay

www.marriott.com

Our Hotel

Conveniently located one block from the State Capitol and the Convention Center, our downtown location offers world-class restaurants, theaters, museums and events all within walking distance. This beautiful 15-story Sacramento hotel’s 235 spacious suites feature fully-equipped kitchens, living rooms with plenty of space for relaxing & entertaining and bedrooms with plush beds and cozy duvets. Our HoTeL Bar, located just off the lobby, offers lunch and dinner menus as well as in-room dining. At our Sacramento, CA hotel we also offer complimentary grocery shopping & on-site laundry facilities. Don't forget to join us for our complimentary hot breakfast buffet each morning. Relax by our pool or soak in the spa to melt tensions away.