Front Desk Supervisor

General Summary

Responsible for assisting in the overall success of the hotel, meeting or exceeding planned objectives for the entire hotel, ensure superior service is provided to all guests and product quality standards are met.

Principal Duties and Responsibilities:

• Oversee guest service; ensure that superior service is a priority.
• Ensure adherence to the rules, regulations, policies, procedures and the pricing and marketing philosophy, as set forth by the hotel brand in an effort to maintain maximum occupancy, revenue, efficiency, accuracy, and most importantly, superior guest service.
• Meet or exceed the budgeted profit margin for the hotel.
• Personally display exemplary performance for staff to follow.
• Participate in the selection of new Front Office staff.
• Ensure hotel staff (including new-hires) knows how to identify the needs of each guest and provide relevant information regarding hotel policies, services and amenities.
• Responsible for arranging the proper training of front desk staff members to meet service standards. Ensure all training objectives and development plans are completed.
• Responsible for scheduling of all Front Office staff/operations.
• Monitor and maintain acceptable turnover levels.
• Foster a positive, cooperative work environment and utilize effective communication between staff and management.
• Analyze financial and operating information on an ongoing basis to adjust business plans, labor requirements and operating costs.
• Ensure the hotel staff is trained in financial control procedures for cash, vouchers, inventories and receivables, and that these procedures are regularly followed.
• Produce accurate and timely financial reports.
• Identify major revenue and expense opportunities and possible problems.
• Accurately forecast occupancy changes based on the changing market conditions. For example, increased competition, travel and tourism trends, etc.
• Emphasize selection, training and development as a way of doing business.
• Ensure all hotel employees know hotel objectives via effective channels of communication (meetings, posted memos, one-on-one discussions, etc.).
• Know local health and safety codes and regulations that apply to the hotel.
• Recognize and report potential safety hazards such as broken doors or railings, fire hazards, etc. to Assistant General Manager/General Manager.
• Identify and correct potential security problems such as locking doors after hours, maintaining proper lighting, etc.
• Understand and follow policies and procedures for the hotel’s key control system and ensure other staff members are trained in the same.
• Assist with facility deposits process as needed.
• Assist with direct billing of accounts/accounts receivable. Make collection calls as necessary.
• Perform additional assignments as required.

Job Requirements:

• 3-5 years of hotel experience preferred.
• A two year degree (or equivalent work experience), in business, hospitality, or related fieldpreferred.
• Excellent computer system skills are preferred.
• Hospitality and/or customer service experience is preferred.
• Must be able to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service.
• Possess strong leadership skills, and ability to delegate work effectively to obtain goals.
• Provide appropriate coaching, advice and assistance as required.
• Must be able to communicate effectively, be polite, courteous, and responsive to our guests.
• Must be able to speak and write the English language in an understandable manner.
• Must be organized and detail oriented.
• A valid driver’s license is required.
• Typing and computer skills are required.
• Available to work when needed, including weekends, holidays, and nights.
• Must have valid driver’s license.