Front Desk Supervisor

Job Duties And Functions

• Respond to all guest requests, problems, complaints and / or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner.
  • Follow up to ensure guest satisfaction.
• Act as Manager On Duty in absence of Director of Rooms, Housekeeping Manager and General Manager.
  • Motivate, coach, counsel and discipline all Front Desk personnel according to Rebel Hospitality SOPs.
  • Ensure compliance to brand and company training, using the steps to effective training according to Rebel Hospitality standards.
  • Prepare and conduct all Front Desk interviews and follow hiring procedures according to Rebel Hospitality SOPs.
  • Carry out all 90 day and annual Front Desk employee performance appraisals according to SOPs.
  • Develop employee morale and ensure training of Front Desk personnel.
• Maximize room revenue and occupancy by reviewing status daily.
  • Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
  • Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
  • Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
  • Participate in required MOD program as scheduled.
• Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his / her placement.
  • Achieve all end of the month report dates (i.e., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.)
  • Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • Present with Wage Progress Report to General Manager weekly.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain Rebel Hospitality SOPs regarding Purchase Orders, vouchering of invoices and checkbook accounting.
  • Ensure that Wage Progress, Productivity and the 10-Day Forecast are completed on a timely basis according to Rebel Hospitality SOPs.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the PBX console and ensure that employees maintain Rebel Hospitality SOPs in its use.
  • Monitor the process of taking reservations ensuring that Rebel Hospitality courtesy and upselling techniques are maintained.
  • Greet and welcome all guests approaching the Front Desk in accordance with Rebel Hospitality SOPs.
  • Ensure implementation of all Rebel Hospitality policies and house rules.
  • Operate radios efficiently and professionally in communicating with hotel staff.
  • Ensure the proper use of radio etiquette within the department.
  • Coordinate all aspects of the ongoing implementation of the Rebel Hospitality philosophy of service.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Attend monthly all-employee team meetings and any other functions required by management.
  • Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Rebel Hospitality standards.
  • Obtain all necessary information when taking room reservations.
  • 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.
  • Follow and enforce all Rebel Hospitality hotel credit policies.
  • Process and handle guest laundry (property specific).
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Maintain and monitor "Lost and Found" procedures and policies according to Rebel Hospitality standards.
  • Establish and maintain key control system.
  • Ensure participation within department for monthly Rebel team meeting.
  • Focus the Front Desk Department on their role in contributing to the guest service scores.
  • Monitor all VIPs, special guests and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review Front Office log book and Guest Request log on a daily basis.
  • Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
  • Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or VIP programs, and the standards and procedures for each.
  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  • Conduct meetings according to Rebel Hospitality standards as required by management.

Qualifications

• At least 2 years of progressive experience in a hotel or a related field; or a two-year college degree and three or more years of related experience; or a four-year college degree and at least one year of related experience.
• Proficiency in Windows operating systems, Company approved spreadsheets and word processing.
• PMS: Opera Cloud is preferred.
• Prior IHG Or Other Major Brand Experience Is Preferred.
• Bilingual: English & Spanish proficiency required.
• Must have a valid driver's license from 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 work well in stressful, high-pressure situations.
• 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 guests & co-workers.