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Job Number 24056234

Job Category Rooms & Guest Services Operations

Location Residence Inn Ann Arbor Downtown, 120 W Huron St., Ann Arbor, Michigan, United States

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

Additional Information: This hotel is owned and operated by an independent franchisee, First Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

JOB SUMMARY

Join the best hotel in Ann Arbor! Residence Inn Ann Arbor Downtown is the newest hotel downtown, features 110 spacious suites just steps away from over 60 restaurants and is less than a mile from the University of Michigan. We are looking for an energetic, passionate and motivated Front Office Supervisor to join our team. The Front Office Supervisor will work closely with the hotel’s Assistant General Manager and Front Office team. Past hospitality experience is a plus, however not a requirement as we are looking for the right person to join our team.

The impact you'll make...

The Front Office Supervisor is part of the management structure of the Front Office. Successful candidates will aid the other managers in monitoring the daily operations of the hotel by supporting and supervising all front office operations and staff, overseeing hotel availability, room inventory and ensuring overall guest satisfaction.

You'll enjoy this job because...

• You want to grow within the Front Office

• You enjoy providing excellent guest experience

• You’re self-motivated to go above and beyond

What you'll be doing...

• Supervise and support all Front Office staff (including Front Desk and Bell/Door Staff) to ensure policies and procedures are followed while welcoming guests

• Review and prepare for daily arrivals and look at business on book at least seven days out on a daily basis

• Hold shift briefings to communicate daily events, VIPs, current hotel offerings, updated policies, weekly training topics, occupancy, day of selling strategy, etc.

• Maintain knowledge of all of hotel outlet offerings, facilities and local area events

• Account for daily yielding, balancing of house with room types/rates, correct settlement of room revenue and ensure credit is established on all accounts in accordance with proper accounting procedures

• Address any credit concerns and communicate any outstanding issues to the next shift manager for follow-up

• Ensure accurate guest data is inputted into HMS profile including comments, history, etc.

• Report and follow up on any guest issues while maintaining a high level of confidentiality will all guest information

• Maintain a detailed log with all guest issues and resolutions

• Communicate hotel’s needs to appropriate departments to ensure room availability and open calls are being addressed in a timely manner with follow-up to the guest that issue is satisfactorily resolved

• Assist with implementation of new policies and procedures and also ensure staff has adherence of existing grooming and attendance policies

• Assist with the training process of new hires and identify training needs with existing employees by weekly focus on “topics of the week”

• Drive Hotel scores and share positive feedback and address on an individual basis with any negative feedback

• Maintain a positive and professional environment in guest areas and in back of the house that motivates and inspires the staff.

• Must possess basic ability to analyze and understand forecasts and budgets

• Other duties as assigned

What's in it for you...

• Insurance enrollment available from DAY 1!

• Paid time off available from DAY 1!

• Holiday pay available from DAY 1!

• 401(k) enrollment after 30 days!

• Hotel and travel discounts at worldwide destinations!

• Professional development and promotion opportunities!

Requirements...

• High School Diploma or equivalent

• Customer service experience, preferably in hospitality or related industry

• Demonstrate excellent interpersonal and customer service skills

• Must be able to effectively communicate with a variety of personality types and situations

• Effectively use Microsoft Office 365 suite at an intermediate skill level

• Maintain high degree of organization and accuracy

About First Hospitality...

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

• First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility. Equal Opportunity Employer.

This company is an equal opportunity employer.

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