Front Desk Supervisor

About the role

The Courtyard Santa Monica is seeking a Front Desk Supervisor to oversee the Front Desk operations, focusing on maximizing revenues and guest satisfaction.

Responsibilities

• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Supervise and provide guidance and leadership to the Guest Service Agents.
• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Manage and train the Front Desk staff, ensuring the highest level of customer service for guests.
• Schedule shifts, handle guest complaints and requests, maintain an in-depth knowledge of hotel services and local attractions, and ensure rooms are impeccably presented.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Make appropriate selection of rooms based on guest needs. Code electronic keys and Non-verbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates.
• Post charges to guest rooms and house accounts using the computer.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.

Qualifications

Front Desk Supervisor experience strongly preferred. Must be available to work a flexible schedule to include holidays, nights and weekends. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.