Front Desk Supervisor

Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Assign and instruct front desk clerks in details of work; observe performance and encourage improvement.
• Greet guests immediately with a friendly and sincere welcome; use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
• Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
• Make appropriate selection of rooms based on guest needs; code electronic keys and nonverbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, and coupons as appropriate.
• Close out guest accounts at time of check out; in the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance.
• Verify and imprint credit cards for authorization using electronic acceptance methods; handle cash, make changes, and balance assigned house bank.
• Accept and record vouchers, travelers’ checks, and other forms of payment; perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using a positive and clear English language; input, retrieve, and communicate messages to guests.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Remain calm and alert 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 and offering effective solutions; make decisions based on experience and judgment.
• Authorize revenue allowances only after alternative solutions have been offered.
• Maintain adequate inventory of supplies; prepare purchase orders to ensure proper par levels.
• Manage Third Party Internet billing and arrivals; prepare group arrivals and pre-arrival packets as requested.
• Anticipate flow of arrivals and take steps to ensure smooth check-in/out.
• Train new agents in daily duties including cash handling, use of CRM Toolbox, and organization of the hotel.
• Ensure compliance with all brand standards; coordinate and track training on PMS system.
• Monitor and track time and attendance of associates; reinforce attendance policy and recommend progressive discipline for non-compliance.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey.
• Work with other supervisory and management staff to maintain a consistent quality work environment.
• Be familiar with and able to perform duties on all shifts, including Night Audit and PBX.
• Turn in all lost and found items and guest room keys.
• Adhere to all company policies and procedures; follow safety and security procedures and rules.
• Know department fire prevention and emergency procedures; utilize protective equipment and report unsafe conditions or accidents to management.
• Field guest complaints, conduct research, and resolve issues such as location changes or credit problems.
• Plan and implement measures to provide a safe work environment by following all safety and security procedures.
• Maintain a neat, clean, and well-groomed appearance per team member handbook standards.
• Assist other Front Desk Personnel when needed; perform any related duties as requested by supervisor/manager.

Schedule

• 2 shifts: 7:00 AM – 3:00 AM
• 3 shifts: 3:00 PM – 11:00 PM

Requirements

• Requires standing and continual mobility throughout the front office area.