Front Desk Supervisor

Job Summary

This position strives to provide exceptional service to both internal and external guests at all times. The supervisor will lead and support the front desk team, train and develop key performance indicators and operating procedures for all front desk needs. They will ensure superior guest service and create an excellent, memorable first impression.

Essential Functions

• Provide a warm welcome greeting to incoming guests.
• Complete the guest registration process.
• Promptly answer telephone and retrieve messages and communications.
• Input all guest data into property computer.
• Closely monitor guests' accounts at check-out and ensure satisfaction.
• Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Champion organizational initiatives such as Guest Satisfaction Scores, Forbes Travel Guide Score, Net Promoter Score, etc.
• Ensure Front Desk agents properly complete required checklist items at the end of each shift.
• Instill a calm, organized approach when interacting in stressful situations.
• Strive to increase the level of guest satisfaction through team member development and quality image.
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
• Train and successfully support the talent of all new and existing team members.
• Ensure pre-shift meetings happen at all shift changeovers in accordance with hotel expectations.

Qualifications

• Minimum of two years of front desk agent experience in a high-volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office and Property Management Systems.
• Must be able to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form.
• Able to manage guest opportunities which might require a high level of diplomacy.
• Able to stand, kneel and bend within the 6 - 8 hours.
• Must be available to work varied shifts and a flexible schedule.

Necessary Attributes

• Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.

Company Blurb

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.