Front Desk Supervisor

Department: Front Office

Typically Reports To: Front Office Manager

Must be have open availability to work a variety of shifts including Night, Overnight and daytime shifts.

Job purpose

The moment a guest steps into our hotel, they walk into a genuinely memorable experience. As Front Desk Supervisor you’ll deliver this through supervising all aspects of the front office (guest registration, telephone services, concierge services and guest reservations). You’ll also create a warm atmosphere that makes our guests feel at home in any location.

Duties and responsibilities

Guest Experience

• Ensure the front office team delivers great service, professional attention and personal recognition
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest interactions, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Receive guest complaints and ensure corrective action is taken to achieve complete guest satisfaction
• Review daily log for any guest complaints or issues needing attention and follow up with necessary department and guest
• Review and respond to all guest reviews and heartbeat alerts
• Perform property walk daily to ensure no cleanliness issues

People

• Work with other department personnel to regularly provide hotel guests with the highest level of service to achieve maximum profitability and efficiency
• Oversee all shift employees in department to achieve maximum profitability, efficiency and guest satisfaction
• Oversee security personnel to ensure they’re following proper post orders
• Monitor parking lot to ensure parking lot cleanliness and staff is attentive

Financial

• Assist in managing hotel inventories in such a way as to ensure room occupancy and daily rate objectives are met
• Monitor budget to aid in controlling labor costs and expenses

Responsible Business

• Oversee procedures for the security of monies, guest belongings and baggage
• Perform procedures for secure receipt, control and accounting of guest payments and transactions
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incidents, security breaches, concerns or suspicious behavior to the AGM or proper authorities

Qualifications and requirements

• High School diploma or equivalent
• Proficiency in Opera/Fidelio is preferred but not essential
• Additional language skills a plus but not required

This job requires ability to perform the following:

• Frequent standing, particularly for sustained periods of time at the front desk
• Must be able to bend, squat, stand, sit and occasionally lift 20-25 pounds.
• Handling objects, products, guest luggage and computer equipment
• Basic computer skills to operate various property management and reservations systems (Opera), etc.

Other:

• Any other duties assigned by management
• Being passionate about people and service
• Strong communication skills essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem solving, reasoning, motivating and training abilities are often used
• Must have the ability to work a flexible schedule including nights, weekends and/or holidays

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Job Type: Full-time

Salary: $18.00 per hour

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• Hotel experience: 2 year (Required)

Shift availability:

• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: One location

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

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

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Night shift
• Overnight shift
• Weekends as needed

People with a criminal record are encouraged to apply

Ability to Commute:

• Philadelphia, PA 19106 (Required)

Ability to Relocate:

• Philadelphia, PA 19106: Relocate before starting work (Required)

Work Location: In person

Salary : $17 - $18