Front Desk Supervisor

POSITION PURPOSE:

The front office supervisor provides guidance and leadership to all front desk and reservations agents to ensure that consistent quality customer service is delivered at all times.

ESSENTIAL FUNCTIONS

The Front Office Supervisor is responsible for all daily operations at the front desk. Ensures that front desk agents are always on task, punctual, and well-groomed and perform the required tasks as per daily checklists.

Communicates effectively both verbally and in writing to provide clear direction to staff. Conducts training, observes performance, and encourages improvement. Disciplines employees when necessary.

Assists in guest complaints that require a supervisor away from the front desk. Ensures that all Front Desk agents consistently greet guests warmly and warmly. Try to anticipate guest needs as well as respond to guest needs quickly.

Makes sure that all agents promptly answer the telephone using positive and clear language and that voice messages are actioned and deleted once actioned in a timely and effective manner. Retrieves mail, small packages, and facsimiles for customers as requested.

Consistently update all front office binders such as SOPs, Concierge Book, Phone Directory, Visitors Log, Key/Equipment Log, Guest Calls Log (HSKP and Eng.), Resume, and Daily Events, Lost & Found, and the Millennium Emergency Procedures.

Assists the Sales Department with LNR and Group accounts.

Monthly reconcile Expedia and Booking.com.

Assists with placing orders through the purchasing system.

Remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for GSA’S and other employees. Resolves customer complications and complaints by thoroughly researching the situation and the most effective solutions. Makes decisions and takes action based on previous experience and good judgment, sometimes revising procedures (with approval) to accommodate unusual situations. Creates alternative solutions to issues – using revenue allowances as a last resort.

In case of emergency, immediately calls 911 and Executive Committee members as per Emergency procedures and remain in charge until the arrival of GM, Chief Engineer, or MOD.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business of the hotel.

Other duties as assigned by the Rooms Division Manager such as assisting in the roles of Assistant Manager, Night Audit, Reservations, or Manager on Duty, etc.

SPECIFIC JOB KNOWLEDGE, SKILL, AND ABILITY

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job with or without reasonable accommodation, using some other combination of skills and abilities.

Ability to effectively deal with employees, contractors, and guests, requiring tact and diplomacy to defuse anger and collect accurate information to resolve conflicts.

Ability to stand, walk and continuously perform behind the front desk.

Hearing and visual ability to observe and detect signs of emergency situations.

Ability to communicate verbally and in writing complex reports of room availability and revenues generated.

Ability to lift and transport boxes weighing up to 50 lbs.

Job Type: Full-time

Pay: From $22.00 per hour

Expected hours: 30 – 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekends as needed

Experience:

• Hotel experience: 1 year (Required)
• Customer service: 1 year (Required)
• Hotel: 1 year (Preferred)

Ability to Commute:

• Avon, CO 81620 (Required)

Work Location: In person

Salary : $22