PM Operations Supervisor
5 days ago
Niagara Falls
Job DescriptionDescription: Courtyard by Marriott Niagara Falls USA Pay Rate: $19.00-21.00/hour General Summary: Responsible for overseeing the day-to-day operations of the front desk, in-house restaurant, and housekeeping department ensuring the highest standards of customer service are provided to guests. This role involves supervising front desk agents, handling guest inquiries, managing check-ins and check-outs and addressing any guest complaints or issues. The AM Operations Supervisor ensures smooth communication between departments, maintains hotel policies, and works to improve guest satisfaction and operational efficiency. Key Responsibilities: • Supervise, train, and motivate front desk staff, ensuring they are knowledgeable and capable of providing exceptional service., • Oversee daily front desk operations, including check-ins, check-outs, reservations, and guest inquiries., • Monitor and maintain the front office’s adherence to hotel policies and procedures., • Address and resolve guest complaints, concerns, or special requests in a professional and courteous manner., • Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met in a timely manner., • Maintain up-to-date knowledge of hotel services, local attractions, and current events to assist guests., • Ensure proper handling of guest accounts, including payment processing, billing, and adjustments., • Manage guest arrivals, departures, and group bookings efficiently., • Ensure the front desk is staffed appropriately during peak and off-peak hours. Cover call offs when needed., • Handle administrative tasks such as completing reports, maintaining logs, and preparing shift handover notes., • Assist with scheduling, payroll, and performance evaluations of front desk staff., • Monitor the hotel’s reservation system to ensure accurate information and availability. Guest Services: • Greet and welcome guests, ensuring a warm and personalized check-in and check-out experience., • Handle guest complaints, feedback, and requests professionally and efficiently., • Monitor guest satisfaction and implement service improvement plans based on feedback., • Provide information and assistance regarding hotel services, local attractions, and travel routes. Team Leadership & Staff Management: • Train, supervise, and evaluate performances of all team members., • Prepare weekly schedules and ensure adequate staffing levels for all shifts., • Foster a positive team environment and provide ongoing coaching and development., • Conduct regular team meetings and performance reviews. Operational Management: • Complete daily deposits and bring to local financial institution., • Ensure compliance with hotel policies, procedures, and brand standards., • Coordinate with housekeeping, F&B, and maintenance teams to ensure room readiness and guest satisfaction., • Ensure equipment and supplies are well maintained and stocked. Qualifications: Minimum of 2 years in hotel operations. Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary. Computer knowledge including intranet, Property management system, WORD, and EXCEL is strongly preferred. Must have a valid drivers’ license, and acceptable driving history subject to company approval. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, and talk or hear. The employee is frequently required to stoop kneel, crouch or crawl and taste or smell. The employee must regular lift and or move up to 50lbs, occasionally lift or move up to 50lbs. Specific vision abilities required by this job include peripheral vision and depth perception. Disclaimer: The above is intended to describe the general contents of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.