Job Description – Front Desk Supervisor

Shaner is an Equal Opportunity Employer and Drug-Free Workplace

General Responsibilities:

Responsible for supervising all aspects of the Front Desk functions, in accordance with hotel standards. Direct,

implement and maintain a strong service and management philosophy which serves as a guide to respective staff.

Qualifications (Essential):

• High school graduate

• Ability to satisfactorily communicate in English with guests, co-workers and management to their understanding.

• Ability to provide legible communication.

• Ability to accurately compute mathematical calculations.

• Ability to work flexible shifts in a 24 X 7 business environment.

Qualifications (Desired):

• Some College.

• Previous supervisory experience.

• Previous guest relations and/or training.

• Fluency in a second language, preferable Spanish.

Skills:

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

• Ability to enforce hotel's standards, policies and procedures with Front Desk staff.

• Ability to sell available rooms, and input and access information into hotel systems.

• Ability to ensure security and confidentiality of guests.

Standard Requirements:

1. Supports the Mission, Values and Vision of Shaner, Franchise, and the hotel.

2. Ensures an atmosphere which allows for the privacy, dignity and well-being of all guests and employees in a safe, secure environment.

3. Supports, cooperates with, and implements specific procedures and programs for:

a. Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs.

Confidentiality of all data, including guest, employee and operations data.

c. Quality Assurance and compliance with all regulatory requirements.

d. Compliance with current law and policy to provide a work environment free from sexual

harassment and all illegal and discriminatory behavior.

4. Supports and participates in common teamwork:

a. Cooperates and works together with all co-workers; plan and complete job duties with minimal

supervisory direction, including appropriate judgment.

b. Uses tactful, appropriate communications in sensitive and emotional situations.

c. Follows up as appropriate with supervisor, co-workers or guests regarding reported complaints,

problems and concerns.

d. Promotes positive public relations with guests and employees.

e. Completes requirements for in-service training, acceptable attendance, uniform and dress codes

including personal hygiene, and other work duties as assigned.

Essential Functions: (Include the following. Other job related duties may be assigned.)

• Be available to work a flexible schedule, including weekends, holidays, and varied shifts, as required to meet the needs of the Company’s business operations.
• Maintain complete knowledge at all times of:

o All hotel features/services, hours of operation.

o All room types, numbers, layout, decor, appointments and location.

o All room rates, special packages and promotions.

o Daily house count and expected arrivals/departures.

o Room availability status for any given day.

o Scheduled in-house group activities, locations and times.

o All hotel and departmental policies and procedures.

• Access all function of computer system according to established procedures and standards.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Monitor and ensure that Front Desk and lobby areas are kept clean and organized at all times.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Monitor staff performance in all phases of service and job functions.
• Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situation and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor front desk log and any other logs and ensure that guest requests are met.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• • Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of
• day; promote positive guest relations at all times.
• • Monitor and handle guest complaints ensuring guest satisfaction.
• • Assist guests with reports of lost/stolen articles, following hotel policy.
• • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• • Ensure security of guest room access.
• • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards including,
• but not limited to contracted banks, shortages/overages, late charges, petty cash/paid outs,
• adjustments/allowances/corrections, posting charges, making change for guests, cashing personal/travelers
• checks, payment methods/processing, settling accounts, closing reports, cashier reports, balancing receipts,
• dropping receipts, and securing banks.
• • Review previous night's no-shows, verify and ensure billing of such.
• • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes
• regarding Front Desk procedures.
• • Assist staff with expediting problem payments.
• • Monitor V.I.P arrivals.
• • Assist with daily/weekly payroll records as needed.
• • Report any damages, maintenance problems or safety hazards to the Engineering Department.
• • Complete all other duties as assigned.
• Supervisory Responsibilities:
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing
• work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving
• problems.
• Physical Demands:
• The physical demands described here are representative of those that must be met by an employee to successfully
• perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with
• disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to stand. The employee frequently is
• required to walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee
• is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must
• frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision
• abilities required by this job include ability to adjust focus.
• Work Environment:
• The work environment characteristics described here are representative of those an employee encounters while
• performing the essential functions of this job. Reasonable accommodations may be made to enable individuals
• with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: From $17.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Morning shift
• Night shift

Work setting:

• In-person
• Resort

Work Location: In person