Hotel Front Office/Desk Supervisor

The Holiday Inn Express & Suites Brunswick , MD is looking for a dynamic, enthusiastic, energized person to be part of their supervisor team!

Your duties include, but are not limited to front desk operations, which include: staff training, inter-department communications, and staff scheduling. They will work front desk shifts and must be available to work any shift as needed. OPERA experience a plus. They will provide support to all departments and ensure policies and procedures are implemented as directed by the GM. This position is primarily evenings and weekends. Holidays are required.

Essential Duties and Responsibilities:

Be readily available and approachable to all guests

Respond to hotel guests concerns promptly.

Personnel Responsibilities:

Reports directly to GM

Assists GM in developing hotel budget, utilizing inventory control and other forecasting tools.

Clearly communicates responsibilities and expectations to all team members.

Assists with the recruiting and interview process for key positions.

Responsible for the overall operation of the Front Desk by ensuring the staff is trained and has the necessary resources available to deliver a welcoming and problem-free stay.

Facilitates the training of all new hires and existing staff in all departments, to ensure everyone has a complete understanding of their job duties.

Ensures that all hotel staff is up to date on all policies and procedures.

Organizes on-the-job training and evaluates its effectiveness.

Writes staff schedules and posts with approval from General Manager.

Operational Responsibilities:

Evaluates, develops, and recommends tools, policies, procedures and programs that would be beneficial for consideration. Familiar with all three shifts and is responsible for coverage of front desk shifts when needed.

Communicates with the management team regularly and makes certain the communication log is being utilized correctly and that pertinent information is being communicated between shifts.

Monitors Guest Satisfaction scores and develops solutions for improvement areas. Responds to all reviews in a timely manor.

Ability to maintain calm demeanor in a fast past environment and to handle any emergencies that may occur.

Inventories Front Desk supplies, market/pantry area, and places orders when necessary.

Follows all guidelines in Front Office Manual to enforce policies and procedures outlined by the hotel brand.

Other Responsibilities:

Assists and leads projects assigned by GM.

All other duties as assigned.

Knowledge, Skills and Requirements:

Must be attentive to details.

Thoroughly understand the Brand’s service culture.

Be timely in all communications and requests by GM.

Minimum 2 years’ experience as a supervisor or 2 years as a Front Desk Agent.

Must have the ability to handle pressure in meeting deadlines and prioritize tasks.

Must have the ability to work independently and use independent judgment with minimal supervision.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Holidays
• On call
• Weekends as needed

Work Location: In person

Salary : $18 - $21