What are the responsibilities and job description for the Front Desk Supervisor position at Cape Resorts Group?
Department: Front Office
Position: Front Desk Supervisor
Reports to: Front Office Manager
Position Overview: This position will be responsible for ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out. Attend to guest needs, including, but not limited to, registration, checkout and cashiering.
These duties may be described as, but not limited to:
- Supervises the day to day activities of the Front Office Department through direct customer contact and supervision of employees ensuring 100% guest satisfaction.
- Handles customer concerns (and compliments) and upholds Cape Resorts commitment to customer service.
- Ensures that customer problems/complaints are handled in an effective, courteous manner.
- Responsible for the motivation, continual training and empowerment of employees.
- Ensures that all Front Office staff behavior and appearance are in compliance with established policy.
- Responsible for assisting in the training of new employees and enforcing standard operating procedures and company policy
- Assisting in keeping the Front Desk organized and maintaining proper stock and supplies such as paper, pens, vouchers, etc
- Greet and welcome guest upon arrival. Register guests into the computer, verifying reservation, address and credit information.
- Accept payment for guest’s accounts both at the time of registration and check out. Maintain a house bank and make a deposit and accurate report of daily receipts.
- Issue keys to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
- Assist with handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
- Responds to customer inquiries regarding hotel services, room rates, entertainment schedules and restaurants.
- Informs hotel customer about the properties services.
- Book reservations over the telephone and at the front desk when required.
- Communicating with public, valet, bellman, food and beverage, and housekeeping staff and management in a professional manner
- Works closely with and reports directly to the Front Office Manager
Required Knowledge, Skills, Abilities:
- Knowledge of computer programs, including, but not limited to, PMS (Maestro), Microsoft Word and Excel.
- Requires good communication skills, both verbal and written.
- Ability to work under pressure required.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited information exits.
Minimum Qualifications:
- High school or equivalent education required.
- One to two years in a public contact position.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
