What are the responsibilities and job description for the Front Desk Supervisor position at Equinox Hospitality?
Crowne Plaza Hotel - Arlington
Job Summary
The Front Desk is the first point of contact and creates the first impression for guests; along with the front desk sssociates. It is the overall responsibility of the Front Desk Supervisor to demonstrate welcoming behaviors towards our Guests, be, knowledgeable in demonstrating and meeting service standards and provide helpful guidance to reassure our guests there made the right choice to stay with us. To deliver a great guest experience- a Front Desk Supervisor will assist with managing the check in and out process, assist Guests throughout their stay and ensure all guests leave having a great stay. It is the responsibility of the Front Desk Supervisor to deliver the brand standards and ensure the team follows suit.
Activities & Responsibilities
Responsibilities may include, but are not limited to:
- Consistent presence at the Front Desk to greet guests immediately with a friendly and sincere welcome. Recognize brand members and returning guests.
- Promptly complete the registration process by inputting and retrieving information from our software systems. Confirm pertinent information, promote marketing programs, and make appropriate room selections. Assist in providing information on hotel services and room location.
- Serve as Trainer to Front Desk Agents and Role Model expected behaviors consistently.
- Answer phones promptly using a courteous manner to assist all guests’ inquiries.
- Up-sell rooms where possible to maximize hotel revenue.
- Answer, record and process all guests’ calls, messages, questions, or concerns.
- Discreetly and professionally process all payment information, ensuring all documents have been verified and recorded.
- Check guests out, resolve any late or disputed charges to ensure guests leave happy.
- Issue, control, and release guest safe-deposit boxes in line with hotel procedures
- Summon guests service personnel for assistance to escort guests to their room as appropriate.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Take action to solve guests’ problems/complaints using appropriate service recovery guidelines. Ensure staff working has the skills to solve Guest Concerns.
- Always follow established hotel safety protocols and procedures. Immediately report any health and safety incident, security breaches, concerns, or suspicious behavior to the manager on duty.
- Ensure proper staffing levels at the front desk by being at the front desk, a majority of time on shift.
- Shift requirements rotating schedule working the 5 busiest nights of the week.
- Serve as additional backup to Night Auditor and work a minimum of 2 shifts per month in Night Audit to maintain knowledge and expertise.
- Have complete understanding of all front office associate roles and duties and be able to perform duties at any given time. Manage training completion for all Front Desk Agents, as assigned by the Front Office Manager and Lead Supervisor, Front Office.
Equipment & Technology (examples in parentheses)
- Office equipment (copier, fax, scanner, label maker)
- Microsoft Suite (Excel, Word, Outlook, etc.)
- Opera and Lightspeed Systems
- Quore, Kipsu and Implusify
