Adam is a Front Desk Supervisor with Marriott in Waukesha, WI. Also a full-time student at WCTC, Adam was promoted to Supervisor after previously working at the hotel’s front desk. His new role is to oversee either the AM or PM shift to ensure checkin and checkout goes smoothly and all guests needs are met in a timely manner.
Transcript
My name is Adam Wessendorf and I am currently technically a full-time student, as well as a full-time front desk supervisor at Milwaukee Marriott West. I switch between working, usually morning and afternoon shifts. So morning shifts go from seven to three, afternoon shifts go from three to 11 and so they're all eight hour shifts which is really nice. Always consistent, those times. Depending on which shift you're working, you have different responsibilities. We like to say the AM shift is setting up the PM shift for success and the PM shift is literally executing everything that the AM did. Most of the things we're doing in the mornings, are looking at all of the incoming arrivals that we have for the day and depending on what type of market code or things they booked, we have to add in or alter the reservation in our personal in house system to make sure that the PM shift gets everything that they need from the guest. And usually it also includes setting up, various departures, making sure everybody's outta the hotel when they're supposed to be, coordinating with house keeping on cleaning rooms and things like that and usually the mornings, since it's during business hours or when people are calling us for billing issues or inquiries and that's usually when we either fix or direct most of those issues, too. Yeah, so you know, when I get in, we usually have like a 10, 15 minute window where we kind of, we have an Excel document with what we call Pass Ons, so, anything that has information relating directly to our shift or things that the morning shifts could not finish or solve, gets laid on to us, either for the night shifts or for another day. So, that's usually how it goes and then, depending on the day, we have either a certain amount of arrivals, like a Monday, we can have up to like 150 people checking in. Now if it's like a Thursday, 'cause we're a corporate business hotel, we're not super busy on the weekends, so there are shifts when you can have you know, like 20 check ins. So it's not super busy, but you're finding ways to kind of just work ahead on other aspects of the shift, as well.
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