Front Desk Supervisor

Job Duties & Functions

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• 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.
• 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 Avion Hospitality hotel credit policies.
• Able to perform all duties of Front Desk Agent.
• 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 Avion Hospitality standards are met.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.
• Absorb 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.
• 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 manner.
• Help maintain productivity levels at or above budgeted standards.
• Perform any other duty as required by management.
• Aid in training of new hires and current associates regularly.
• Attend meetings as required by management.

Requirements

• At least 2 to 3 years of progressive experience in a hotel or a related field is required.
• A High School diploma or equivalent is required.
• College coursework in related field is helpful.
• Previous supervisory responsibility is preferred.
• A valid driver's license for the applicable state is required.
• 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 the 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.
• 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.