Front Desk Supervisor
This position is responsible for supervising the operation of the hotel’s front desk; responding to and resolving customer complaints and concerns; and performing the tasks of a Front Desk Sales Representative (FDSR), to include operating systems for reservations and guest check-in/out in accordance with Company standards for quality, cleanliness, guest satisfaction and safety and security.
ESSENTIAL JOB FUNCTIONS:
Assist the General Manager with preparing guest service agent work schedules and directing staff to adhere to schedules. Adjust schedules as needed to meet business demands.
Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, travel agent research, lost and found, rooming lists, office supply inventory, safety committee, etc.
Train front desk staff in technical duties, guest service skills and telephone sales skills.
Process guest reservations via telephone using the reservation process.
Advise and consult with General Manager in situations of poor employee performance and/or improper employee behavior that may require counseling and/or discipline.
When applicable for a specific property, book group functions and meeting room(s) space.
May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager.
Process guest registrations, including the computation and collection of payment.
Complete shift reports and process all financial transactions, including the verification and processing of credit card transactions in accordance with company policies and procedures
Maintain room status inventory.
Must be able to stand for extensive periods of time.
Respond to guest inquiries regarding hotel services, reservations, attractions, directions, etc.
Send and receive telephone calls and facsimiles; sort incoming mail and messages.
Conduct night audit as assigned.
Assist with upkeep of cleanliness and organization of lobby and front desk area.
Restock breakfast bar food, drink and supplies as needed.
Assist in filing and following up on work order process needs.
Perform minor repairs and/or replacements of room furniture, fixtures and equipment, to include television sets, light fixtures, etc.
Perform other duties as assigned.
Respond and follow up with guest needs, special requests and complaints, as needed.
Process guest invocations of 100% satisfaction guarantee.
Smile, acknowledge and greet guests at front desk and other public areas.
Be available to work a flexible schedule.
Utilize effective written and verbal communication skills to interact with other departments.
Assist other employees in various assignments, to include operating the courtesy van and assisting with breakfast, laundry or housekeeping duties.
Safety and Security
Perform work duties in accordance with Company safety and security policies and procedures, as well as in accordance with posted OSHA, HazCom and Blood Borne Pathogen regulations.
Report and store lost-and-found items in accordance with hotel procedures.
High school diploma or equivalent.
Previous hotel experience is required; supervisory experience preferred.
MINIMUM SKILL REQUIREMENTS:
Must be proficient in the use of common Windows-based programs, including Microsoft Word, Excel, and Outlook.
Must be able to operate basic office machines, i.e., copier, fax, printer, electronic key machine, etc.
Ability to operate company issued hand-held electronic devices such as tablets as required for business purposes.
Must display very good organization and time management skills.
Must have excellent communication and interpersonal skills with the ability to supervise and interact with different types of personalities.
Must have sound judgment and discretional skills and be able to work with little supervision.
Must be able to consistently work under pressure and simultaneously prioritize multiple projects.
Must be able to work with sensitive and confidential material.
Must be able to speak, read, write, and understand English.
If the hotel has a courtesy shuttle/van: must possess OR be able to obtain a valid, current, and non-probationary driver’s license.
Obtain any locally required certifications.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
Must be able to stand for extended periods, often for a minimum of 2 hours at a time.
Must be able to maneuver through all areas of the front office.
Must be able to lift up to 20 pounds and carry up to 10 pounds.
Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
Must have the manual dexterity and coordination to operate office equipment, including a 10-key adding machine, PC computers, fax machine and photocopier.
Must be able to adjust to changing priorities and complete assignments despite interruptions.