Radisson Lackawanna Station Hotel is looking for a Front Desk Supervisor to assist the Rooms Division Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Front Desk Agents, Bell Staff and Security. This position requires previous Hotel front desk experience.

• Able to make reasonable and professional decisions. Accurately manage cash drawer and credit card system. Communicate pertinent shift information to the next shift and direct supervisor.
• Assist and guide the front office staff through their daily duties and responsibilities. Train Front Office staff as designated and outlined in the Front Office Training Procedures.
• Maintain a positive work environment.
• Check guests in and out of the hotel in a courteous and pleasant manner. Use the appropriate phrases and greetings when interacting with guests. Conduct self in a friendly and attentive manner during all guest encounters.
• Offer assistance to the individual needs and requests of all guests. Ensure guest needs are responded to in a timely and efficient manner. Provide information pertaining to available services and facilities of hotel, points of interest and entertainment attractions, making reservations as needed.
• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations. Operate phone system in, at times, a fast paced environment.

Creates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guest expectations.

• Communicates and demonstrates Yes I Can! service to other employees.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee
• Provides feedback to the employee and department manager on the employee’s performance of job responsibilities
• Keeps current on and promotes hotel accommodations, services and area attractions
• Responds to customer inquiries for information
• Stays current with developments in the hotel by reviewing and updating the communication log
• Offers guests updated rooms and promotes hotel amenities, food & beverage outlets and services
• Identifies and records special billing instructions and notifies Accounting
• Obtains appropriate approvals and signatures
• Follows hotel policy on cash banks

Previous Hotel Front Desk Clerk experience is required, knowledge of Opera Property Management Systems is a plus but easily trained.

Job Type: Full-time

Pay: $13.00 - $14.50 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off

Schedule:

• Day shift
• Evening shift
• Weekend availability

Ability to commute/relocate:

• Scranton, PA 18503: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Preferred)

Work Location: One location