Front Desk Supervisor

Job Overview Responsible for creating memorable experiences and connections with all of our guests. This job exists to oversee the operations of the Front Office & the Front Desk Agents. Also responsible for the smooth operation of the front office, and for ensuring that all standard operating procedures pertinent to the Front Office are followed. CANDIDATE PROFILE Education and Experience High School Diploma or equivalent and at least 1 year of progressive experience in a hotel or related field. College course work in a related field helpful. Previous supervisory experience preferred. CORE WORK ACTIVITIES Leading Guest Services Team Approaches all encounters with guests and employees in a friendly, service-oriented manner. Maintains regular attendance in compliance with employer standards, as required by standard scheduling; which may vary according to the needs of the hotel. Serves as a role model to demonstrate appropriate behaviors maintaining high standards of professional behavior, attitude, appearance & grooming- which includes wearing proper uniforms & nametags when working. Supervise & ensure completion of all duties of Front Desk Agents Assist with the training of Front Office Personnel. Check guest in and out ensuring all standards and service expectations have been met and exceeded. Confirm valid form of payments are captured and applied at both check in & check out * Must be able to perform all duties of a Front Desk Agent. Review PMS Inventory and balance accordingly Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. Acts as the “Service Champion” for the Front Desk and creates a positive atmosphere for guest relations. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Strives to improve service performance. Empowers employees to provide excellent customer service. Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience. Responds to and handles guest problems and complaints. Observes service behaviors of employees and provides feedback to individuals and/or managers. Marginal Responsibilities Coordinate emergency procedures Assists in the scheduling of Front Office personnel Run daily arrival report & mark reservations for any special requests. Assists with bank problems when not balanced at the end of the shift Coordinate staff break times Ensure regulator inventory of front office supplies is taken. Operate the PBX switch board as necessary. Conduct the change of shift briefing with incoming employees Physical Requirements Long hours sometimes required. Light work-exerting up to 20lbs or force occasionally, and/or 10 lbs of force frequently or consistently to lift, push, pull or otherwise move objects. Able to stand for extended periods of time. Mental Requirements * Must be able to convey information and ideas clearly Must be able to evaluate and select among alternative courses of action quickly and accurately. Must work well in stressful & high-pressure situations, maintaining composure & objectivity. Must be effective in handling problem in the workplace; including: anticipating, preventing, identifying, & solving problems as necessary. Must be effective at listening to, understanding, & clarifying the concerns & issues raised by coworkers & guest

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• Hotel experience: 1 year (Preferred)

Ability to Commute:

• Niagara Falls, NY 14303 (Required)

Work Location: In person

Salary : $18 - $21