Front Desk Supervisor

JOB OVERVIEW

Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

ESSENTIAL JOB FUNCTIONS

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Supervise the Guest Service Agents.
• 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.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Must have the ability to communicate in English.
• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Can communicate well with guests.
• Willing to “pitch-in” and help co-workers with their job duties and be a team player.
• Able 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.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Able to access and accurately input information using a moderately complex computer system.
• Able to stand, walk and continuously perform behind the front desk.
• Able to observe and detect signs of emergency situations.
• Able to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Able to establish and maintain effective working relationships with associates, customers and patrons.

PERFORMANCE STANDARDS

• Customer Satisfaction: Positive interaction with Crescent staff is essential for a positive guest experience. Professionalism, courtesy, and respect are required at all times.
• Work Habits: Adhere to hotel standards for work procedures, dress, grooming, punctuality, and attendance. Be adaptable to change and willing to learn new skills.
• Safety & Security: Adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and concerns.