Franchised Operations Superviser

Job description

Thank you for your interest in this position. It is a job opportunity with one of Marriott International's franchisees.

Please apply via email at: gduva@elementharrisonnewark.com

Desired profile

Qualifications :

Additional Information: This hotel is owned and operated by an independent franchisee, Ironstate Holdings, LLC . The franchisee controls all aspects of the hotel's employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

Job Summary


JOB OVERVIEW:




Supervise the daily operations of the Front Desk, Breakfast, Bar, Kitchen and Gift shop to maximize revenues and profits while attaining optimal guest satisfaction.

REPORTS TO: Front Office Manager

ESSENTIAL JOB FUNCTIONS:




·  Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
·  Contact appropriate individual or department as necessary to resolve guest calls, requests or problems.
·  Implement company programs and supervise the daily operations of the Front Desk, Breakfast, Bar, and Kitchen 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.
·  Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
·  Train, direct the work of, resolve issues/problems of the Front Desk and Food and Beverage team members to ensure a quality operation.
·  Adhere to company credit limit / floor limit policies.
·  Complete designated cashier and closing reports in the property management system.
·  Build strong relationships with all direct reports in addition to Sales, Engineering and Housekeeping staff to assist when short staffed and during high volume periods.
·  Cross check billing instructions versus actual folios.
·  Supervise the operation of the front desk to ensure an optimal level of service and hospitality is provided to the guests including pre-arrival, planning to meet guest request and/or historical preference of guests.
·  Ensures safety by following guest check in and security procedures and reporting suspicious activity to security and managers on duty.
·  Work with staff to ensure that we enlist new enrollment to Marriott Bonvoy program and become a role model for proper recognition of Elite status based on level.
·  Take responsibility in the absence of the Front Office Manager.
·  Supervises daily F&B shift operations, maintain brand standards, emphasis on service, presentation, cleanliness to maximize functionality and attractiveness.
·  Set and monitor and control budget for the bar.
·  Organize promotional activities.
·  Monitor and order supplies and inventory for kitchen, bar and gift shop.
·  Contact appropriate individual or department (e.g. Housekeeping, Engineering) as necessary to resolve guest issue, request, or problem.
·  Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key.
·  Complete all brand service trainings in addition to Serve Safe Management Certification, TIPS Alcohol Beverage Service Training.
·  Ensure rates match market codes and that any exceptions are documented.
·  Maintain confidentiality of proprietary information, protect company assets.
·  Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, thank guest with genuine appreciation.
·  Speak with others using clear and professional language, answer telephones using appropriate etiquette.
·  Move, lift, carry, push, pull and place objects weighing less than or equal to 25 pounds without assistance.
·  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 act 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.
·  Comply with attendance rules and be available to work on a regular basis.
·  Must dress consistently with professional clothing and shoes.
·  Perform any other job-related duties as assigned.

Job Requirements

REQUIRED SKILLS AND ABILITIES:

·  Must have the ability to communicate in English. Self-starting personality with an even disposition. Always maintain a professional appearance and manner to ensure uniform and personal appearance are clean and professional of Front Desk Staff, kitchen staff and bartenders.
·  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.

PERFORMANCE STANDARDS

Customer Satisfaction:

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

Work Habits:

·  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.

Safety & Security:

·  The safety and security of our guests and associates is of utmost importance to Ironwave.
·  Every Ironwave associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards, safety concerns, maintaining confidentiality of proprietary information and protecting company assets.

NOTE:

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, and in no way creates an employment contract, implied or otherwise; each associate remains, always, an “at will” associate.

This company is an equal opportunity employer.

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