Loews Arlington Hotel and Convention Center is a state-of-the-art, full-service meetings and resort destination that caters to groups of all sizes, as well as families who are looking for a world-class experience in the epicenter of the premier sports and entertainment district in the country. Centrally located between Dallas and Fort Worth between iconic sports stadiums, Globe Life Field, home of the 2023 World Series Texas Rangers and AT&T Stadium, home of the Dallas Cowboys, the 888-room resort features five restaurants and lounges, two pools with an authentic sandy beach, cabanas and a water slide as well as a fitness center, full-service spa and salon and 266,000 square feet of meeting and event space.

Oversees daily agent activities at the front desk and ensures all Team Members are adhering to the company standards.  Interacts with the guest and handles all guest requests.  Provides a four diamonds and more experience by focusing on exceeding guest expectations.  Supports the Front Desk Agents by providing constant feedback and training.  Understands the needs and wants of the customers in our market, improves processes by listening to the team and customers.  Responsible for controlling the inventory levels and works closely with the purchasing department.  

Essential Functions and Responsibilities

Coordinates the quality, efficiency, and safe operations of the Front Office departmentEnsures safe and efficient flow of traffic of arriving and departing guests.Reviews occupancy flow patterns throughout the evening as well as Guest Services logs and applicable computer reports to ensure proper department coverage and an outstanding level of serviceSupervises Overnight Front Office Team Members, ensuring adherence to Loews Star Service StandardsOvernight Supervisor is the point-person for the hotel during the overnight shift. He/ She will make critical decisions on the overnight when necessary, and be the leader of the overnight team, as a wholeDevelops Overnight Front Desk Agents and Star Service OperatorsMaintains open lines communication with other departmentsInteracts frequently with guests to ensure satisfaction with servicesAttends all required meetings for positionOversees supervision of Team Members and work assignments to maximize performance and ensure all Team Members perform in a friendly professional manner at all timesConducts regularly scheduled meetings and training as requiredAnswers guest inquiries and resolves complaints, taking all appropriate action to ensure total guest satisfactionEnsures that all requests are handled promptly, accurately, and with utmost courtesyReviews/maintains daily payroll report/records for overnight team, maintaining labor costs within forecasted budgetary guidelinesCompletes the overnight checklistEnsures that all daily and group reports are distributed to appropriate partiesOther duties as assigned

Supportive Functions and Responsibilities

Maintains clean and excellent condition of  Back Office area and equipmentMaintains proper stock of all supplies in Back Office AreaExecutes emergency procedures in accordance with hotel standardsNotifies appropriate individuals and departments of any problems or unusual matters of significanceAttends all appropriate hotel meetings and training sessionsIs polite, friendly, and helpful to guests, employees, and managementPromotes and applies teamwork skills at all timesComplies with all hotel standards, policies, and rulesComplies with safety regulations and proceduresRemains current on hotel information and changes

Qualifications

Excellent communication skills – oral and writtenExcellent guest service skillsKnowledge of computer programs utilized in property managementAble to work a flexible schedule, including weekends and holidays

Education: 

Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills

Experience: 

Minimum two years experience as Front Desk Agent at a comparable quality property