Front Desk Supervisor - Denali Park Village

Job Responsibilities

• Supports Front Desk Management by helping to supervise Front Desk Agents.
• Large tour groups and independent travelers:
• Check-In/Check-Out: Greet guests warmly and check them in/out efficiently, ensuring accurate guest information, room assignments, and billing details.
• Reservations: Handle reservations, including changes, cancellations, and special requests, while maintaining a smooth booking process using the hotel’s property management system (PMS).
• Guest Inquiries: Provide guests with information about hotel amenities, local attractions, dining options, and services, ensuring their needs are met during their stay.
• Phone and Email Support: Answer phone calls and respond to emails in a courteous and professional manner, assisting guests with reservations, inquiries, and requests.
• Concierge Services: Offer personalized recommendations and assist guests with transportation, dining reservations, tickets, and other concierge services as needed.
• Billing & Payments: Process guest payments and provide receipts, manage billing discrepancies, and ensure that all charges are accurately recorded.
• Problem Solving: Address guest complaints or concerns promptly and professionally, ensuring a resolution that maintains guest satisfaction.
• Security & Safety: Monitor the hotel lobby and public areas, ensuring the safety and security of guests and property. Follow emergency procedures and report any incidents to management.
• Team Collaboration: Work closely with housekeeping, maintenance, central reservations, and other departments to ensure that guest rooms and common areas meet quality standards and guest expectations.
• Record Keeping: Maintain accurate logs and reports of guest interactions, reservations, check-ins/outs, and any issues that arise during shifts.
• Up-sell & Promote Services: Promote hotel amenities and services (e.g., room upgrades, spa services, dining options) to enhance guest experience and drive revenue.

Qualifications

• Experience: Previous experience in a front desk or guest services role is required. Willingness to learn and grow in the hospitality industry is key.
• Customer Service: Strong commitment to delivering excellent customer service and ensuring a positive guest experience at all times.
• Communication Skills: Exceptional verbal and written communication skills; ability to interact with guests from diverse backgrounds in a professional, friendly manner.
• Tech-Savvy: Comfortable using hotel management software (PMS), phone systems, and basic office software (Word, Excel, etc.).
• Multitasking: Ability to juggle multiple tasks and remain calm and efficient in a fast-paced environment, particularly during peak check-in/check-out times.
• Attention to Detail: Strong organizational skills with a keen eye for detail, ensuring accuracy in guest information, billing, and other processes.
• Problem Solving: Strong critical thinking and conflict resolution skills; ability to address guest issues promptly and effectively.
• Team-Oriented: Works well within a team, demonstrating flexibility and a cooperative attitude to achieve common goals.

Preferred Qualifications

• Multilingual Skills: Ability to speak additional languages is a plus.
• Previous Hospitality Experience: Experience in a similar role within the hotel or hospitality industry is beneficial.
• Previous Supervisory Experience: Previous experience being a team lead or supervisor is preferred.

Physical Requirements

• Ability to stand for extended periods.
• Ability to lift and carry up to 25 lbs (e.g., luggage, office supplies).