Front Desk Supervisor

Job Duties & Functions

• Approach all encounters with guests and associates in a friendly, service oriented manner
• Maintain regular attendance in compliance with company standards, as required by scheduling which will vary according to the needs of the hotel
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working
• Comply at all times with company standards and regulations to encourage safe and efficient hotel operations
• Maintain a friendly and warm demeanor at all times
• Set the standard for guest relations at the Front Desk
• Obtain all necessary information when taking room reservations
• Monitor all V.I.P. and special guest requests
• Review Front Office log and Trace File daily
• Fully comprehend and execute all relevant phases of the front desk computer system
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
• Be aware of all rates, packages, and promotions currently underway
• Be familiar with all in-house groups
• Be aware of all closed out and restricted dates
• Follow and enforce all the hotel's credit policies
• Be able to perform all duties of Front Desk Agent
• Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed
• Maintain proper operation of the P.B.X. console and ensure that all company standards are met
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates, be the team leader)
• Assist the Front Desk Leadership in ensuring that associates are following and maintaining company standards (i.e., answering phones, call-backs to guests, guest request log)
• Have knowledge of and assist in all emergency procedures as required
• Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner
• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner
• Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and all other associates
• Ensure the maximization of room revenue through Rooms Merchandising
• Answer all guest inquiries in a timely and professional nature
• Be involved in departmental meeting, planning and execution
• Help maintain productivity levels at or above budgeted standard
• Perform any other duty as required by management
• Assist in training of new hires and current associates on a regular basis
• Attend meetings as required by management
• Access to back of house areas of the hotel and sensitive information
• Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank
• Interact and occasionally have unsupervised contact with guests and/or colleagues
• Access and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, storage/liquor room, and secured file cabinets
• Maintain a high level of trust and responsibility
• Represent the company with certain level of reputation and good character as well as exercise sound judgement

Requirements

• At least 2 to 3 years of progressive experience in a hotel or a related field required
• High School diploma or equivalent required
• College course work in related field helpful
• Previous supervisory responsibility preferred
• Must have a valid driver's license for the applicable state
• Must be able to convey information and ideas clearly
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must be able to work well in stressful, high pressure situations, including ability to handle guest objections and disputes to satisfactory results
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity
• Must maintain composure and objectivity under pressure
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
• Must be able to work with and understand financial information and data, and basic arithmetic functions