Front Desk Supervisor

Job Summary

This position shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for providing leadership as well as guidance and support to the front desk training and performance for the overall successful day-to-day operations in conjunction with the Lead Front Desk Supervisor, Evening Front Desk Manager and FOM. S/he will be responsible for training, coaching, development of key performance indicators and operating procedures for all front desk needs. The individual will be leading team members to ensure superior guest service. S/he often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for Cliff House Maine. Responsible for maintaining all aspects of Front Desk functions in accordance with hotel standards. Maintains a service and leadership philosophy that serves as a guide to respective staff.

Essential Functions:

• Provide a warm welcome greeting to our incoming guests.
• Complete the guest registration process.
• Promptly answers telephone and retrieves messages and communications.
• Inputs all guest data into property computer.
• Close guests accounts at check out and ascertain satisfaction.
• Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Champion organizational initiatives (e.g. Guest Satisfaction Scores, Forbes Travel Guide Score, Net Promoter Score, etc.).
• Ensure Front Desk agents properly complete required checklist items at the end of each shift.
• Instill a calm, organized approach when interacting in stressful situations.
• Strives to increase the level of guest satisfaction through team member development and quality image.
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
• Train and successfully support the talent of all new and existing team members.
• Ensure pre-shift meetings happen at all shift changeovers in accordance with hotel expectations.

Qualifications:

• Minimum of two years of front desk agent experience in a high-volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office and Property Management Systems
• Must be able to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form.
• Ability to manage guest opportunities which might require a high level of diplomacy.
• Ability to stand, kneel and bend within the 6 - 8 hours.
• Must be available to work varied shifts and a flexible schedule.

A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy.

Needed Attributes

Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.  The job description is intended to describe the general nature and work responsibilities of the position.  This job description and duties of this position are subject to change, modification and addition as deemed necessary by the Hotel.  Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other Hotel Officials.
 

Company Blurb

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.