Front Desk Supervisor

Job Description

Job Purpose: Under the guidance of the Front Office Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Guest Services Department, including training, motivating and managing the employees.

• Determine work procedures, prepares work schedules, and expedites workflow of subordinates; assign duties and examines work for preciseness, neatness, and conformance to policies and procedures; study and standardize procedures to improve efficiency of subordinates.
• Adjust errors and responds to concerns.
• Keep records of room availability, rates, etc.
• Make, confirm and cancel reservations, usually over telephone, fax or other reservation other reservation system.
• On a daily basis, complete travel agent commissions, block rooms for V.I.P.’s, and “sets the house” (balances and assigns rooms).
• Track and bill “no-show” guests.
• Understand and enforce hotel and company credit policies.
• Utilize yield management polices to maximize revenue and occupancy and work closely with sales department to implement strategies to maximize room revenue.
• Answer all phone calls promptly and in a courteous manner.
• Be knowledgeable of current rates, marketing specials, hotel operations and other information necessary to answer guest inquiries.
• Know the layout of the hotel including all room types, suites and meeting rooms.
• Have a complete working knowledge of the reservation functions in the hotel.
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
• Follow up on any guest requests to ensure satisfaction in a friendly and professional service style.
• Process all advance deposits on future reservations, and post each deposit to guest’s reservation.
• Balance shift audit and run necessary reports daily.
• Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, mail out brochures as requested.
• Be aware of, and adhere to the rules and regulation of the hotel and the Reservations department.
• Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
• Knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.
• Affirmative action statement: We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service.

Qualifications

• High School Diploma or equivalent Bachelor’s Degree preferred.
• Minimum two (2) years’ experience in reservations, one year experience in front desk operations, and one year experience in direct sales or retail trade; OR, an equivalent combination of education and experience.
• Preferably in an upscale or lifestyle brand hotel.
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values.
• Intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferred.
• Ability to spend extended lengths of time viewing a computer screen.
• Possess a gracious, friendly, and fun demeanor.
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail.
• Maintain positive and productive working relationships with other employees and departments.
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
• Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
• Any other reasonable duties as assigned by the supervisor or manager.
• We recognize we are in the hospitality industry and that may require us to provide lateral service will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.