What are the responsibilities and job description for the Front Desk Supervisor position at Home2 Suites by Hilton Carbondale?
Primary Objective:
To increase customer satisfaction by providing and overseeing efficient and courteous Front Desk service in accordance with the standards of the Company. Take every opportunity to amaze the guests Ensure that Front Desk Associates understand and anticipate guests expectations Empower associates to satisfy guests and to make decisions Ensure that Front Desk Associates actively solicit feedback from guests Ensure that Front Desk Associates handle special requests properly Ensure that Front Desk Associates promptly respond to and resolve guest complaints Ensure that Front Desk Associates smile, have eye contact, and greet guests immediately Ensure that Front Desk Associates maintain a well-groomed, professional appearance at all times, including uniform and nametag Ensure that the following Font Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment: Phones/Switchboard Check-ins/Check-outs Reservations Shuttle or transportation Service Oversee and assist with amenity, gift shop, pantry needs (if applicable) Ensure messages, wake-up calls, mail, and faxes are handled properly Ensure guests laundry/dry cleaning is picked up and returned Personally assist Front Desk Associates during peak times, breaks, tardiness and absences Review all in-coming reservations, pre-block rooms with special requests, and coordinate special requests with appropriate staff members Ensure VIP program is executed properly Ensure guest room delivery of newspapers (if applicable) Relays safety guidelines to customers (in room safes, safety deposit box, etc.) Model desired behavior Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the Team Member Playbook.
Supportive Functions: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:
Leadership Skills Consistently communicate performance and standards to the team Build a strong team that is committed to teamwork Conduct monthly departmental meetings Maintain a cooperative and positive work environment Be reliable and honest Treat all team members with fairness, impartiality, and consistency Adhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the team member playbook Work a schedule necessary to supervise department, including evenings, weekends and holidays.
Teamwork Skills: Be an enthusiastic, helpful and positive member of the team Be professional, responsible and mature in conduct and behavior Be understanding of, encouraging to and friendly with all co-workers o Be self-motivated and use time wisely Maintain open line of communications with each department Communicate pertinent information Respond positively to new ideas Openly accept critical/developmental feedback Participate in the Manager on Duty program Maintain effective communication through the use of meetings, log books and bulletins Be available to help other departments in emergency situations
Cost Control Skills Have understanding of budget including staffing guidelines Adhere to proper purchasing procedures Have basic understanding of financial statements Ensure Front Desk adheres to proper procedures involving guest credit and direct bill
Human Resources Skills:
Assist in recruiting new associates May be asked to interview and select staff Provide orientation and training for staff Identify and encourage appropriate behavior Identify, discourage, and retrain inappropriate behavior o Assist with the evaluation of associates performance and provide feedback often Assist in the discipline and termination of associates, when necessary
Administrative Skills: Maintain a clean and orderly work area o Complete weekly and monthly reports Ensure transactions are properly documented Ensure all cash, checks and credit cards are handled and accounted for properly Ensure sifts are closed properly Prepare Front Desk Schedule Reconcile room discrepancies daily with Executive Housekeeper Respond promptly to GM, Management Company and Franchise requests Ensure Maintenance issues are documented Respond promptly to Executive Housekeeper requests Attend required meetings Maintain an adequate level of supplies Make sure front office equipment is in good working order Reading, writing and basic math
Safety and Security Properly handle and account for keys Be knowledgeable of policies regarding emergency procedures and security concerns Ensure protection of guests room number
Revenue Generation Skills:
Ensure Front Desk and Reservations staff demonstrates proper selling techniques Have full understanding of market conditions, competition, businesses, attractions, feeder markets, etc. Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services Have full understanding of franchise marketing programs Supervise honors program Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures: Verifies all information on reservations check-in; name, address, method of payment, etc. Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers Identifies and records special billing instructions and notifies accounting Completes shift closing accurately by getting appropriate approval signatures and authorization codes Adheres to hotel policies regarding the use of cash banks Monitor customer accounts to ensure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information. Stays current with developments in the hotel by reviewing the communication logbook each shift; updates logbook for next shift Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
High School or equivalent education required. Two years hotel front desk experience from a major brand (Hilton, Marriott etc.) required 1 year Supervisory/Management experience required
Specific Job Knowledge, Skills and Abilities: 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 knowledge, skills, and abilities:
Must be able to speak, read, write and understand the primary language(s) used in the workplace. Must be able to read and write to facilitate the communication process. Requires good communication skills, both verbal and written. Must possess basic computational ability. Must possess basic computer skills. Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
Physical Requirements:
Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task. Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Must be able to lift up to 15 lbs. occasionally. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates Vision occurs continuously with the most common visual functions being those of near vision and depth perception. Ability to spend extended lengths of time viewing a computer screen. Requires manual dexterity to use and operate all necessary equipment. Must have finger dexterity to be able to operate office equipment.
Other Job Requirements:
Drivers License required with clean MVR (if property provides shuttle service) All associates must maintain a neat, clean and well-groomed appearance per Company Standards Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.
To increase customer satisfaction by providing and overseeing efficient and courteous Front Desk service in accordance with the standards of the Company. Take every opportunity to amaze the guests Ensure that Front Desk Associates understand and anticipate guests expectations Empower associates to satisfy guests and to make decisions Ensure that Front Desk Associates actively solicit feedback from guests Ensure that Front Desk Associates handle special requests properly Ensure that Front Desk Associates promptly respond to and resolve guest complaints Ensure that Front Desk Associates smile, have eye contact, and greet guests immediately Ensure that Front Desk Associates maintain a well-groomed, professional appearance at all times, including uniform and nametag Ensure that the following Font Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment: Phones/Switchboard Check-ins/Check-outs Reservations Shuttle or transportation Service Oversee and assist with amenity, gift shop, pantry needs (if applicable) Ensure messages, wake-up calls, mail, and faxes are handled properly Ensure guests laundry/dry cleaning is picked up and returned Personally assist Front Desk Associates during peak times, breaks, tardiness and absences Review all in-coming reservations, pre-block rooms with special requests, and coordinate special requests with appropriate staff members Ensure VIP program is executed properly Ensure guest room delivery of newspapers (if applicable) Relays safety guidelines to customers (in room safes, safety deposit box, etc.) Model desired behavior Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the Team Member Playbook.
Supportive Functions: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:
Leadership Skills Consistently communicate performance and standards to the team Build a strong team that is committed to teamwork Conduct monthly departmental meetings Maintain a cooperative and positive work environment Be reliable and honest Treat all team members with fairness, impartiality, and consistency Adhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the team member playbook Work a schedule necessary to supervise department, including evenings, weekends and holidays.
Teamwork Skills: Be an enthusiastic, helpful and positive member of the team Be professional, responsible and mature in conduct and behavior Be understanding of, encouraging to and friendly with all co-workers o Be self-motivated and use time wisely Maintain open line of communications with each department Communicate pertinent information Respond positively to new ideas Openly accept critical/developmental feedback Participate in the Manager on Duty program Maintain effective communication through the use of meetings, log books and bulletins Be available to help other departments in emergency situations
Cost Control Skills Have understanding of budget including staffing guidelines Adhere to proper purchasing procedures Have basic understanding of financial statements Ensure Front Desk adheres to proper procedures involving guest credit and direct bill
Human Resources Skills:
Assist in recruiting new associates May be asked to interview and select staff Provide orientation and training for staff Identify and encourage appropriate behavior Identify, discourage, and retrain inappropriate behavior o Assist with the evaluation of associates performance and provide feedback often Assist in the discipline and termination of associates, when necessary
Administrative Skills: Maintain a clean and orderly work area o Complete weekly and monthly reports Ensure transactions are properly documented Ensure all cash, checks and credit cards are handled and accounted for properly Ensure sifts are closed properly Prepare Front Desk Schedule Reconcile room discrepancies daily with Executive Housekeeper Respond promptly to GM, Management Company and Franchise requests Ensure Maintenance issues are documented Respond promptly to Executive Housekeeper requests Attend required meetings Maintain an adequate level of supplies Make sure front office equipment is in good working order Reading, writing and basic math
Safety and Security Properly handle and account for keys Be knowledgeable of policies regarding emergency procedures and security concerns Ensure protection of guests room number
Revenue Generation Skills:
Ensure Front Desk and Reservations staff demonstrates proper selling techniques Have full understanding of market conditions, competition, businesses, attractions, feeder markets, etc. Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services Have full understanding of franchise marketing programs Supervise honors program Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures: Verifies all information on reservations check-in; name, address, method of payment, etc. Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers Identifies and records special billing instructions and notifies accounting Completes shift closing accurately by getting appropriate approval signatures and authorization codes Adheres to hotel policies regarding the use of cash banks Monitor customer accounts to ensure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information. Stays current with developments in the hotel by reviewing the communication logbook each shift; updates logbook for next shift Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
High School or equivalent education required. Two years hotel front desk experience from a major brand (Hilton, Marriott etc.) required 1 year Supervisory/Management experience required
Specific Job Knowledge, Skills and Abilities: 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 knowledge, skills, and abilities:
Must be able to speak, read, write and understand the primary language(s) used in the workplace. Must be able to read and write to facilitate the communication process. Requires good communication skills, both verbal and written. Must possess basic computational ability. Must possess basic computer skills. Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
Physical Requirements:
Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task. Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Must be able to lift up to 15 lbs. occasionally. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates Vision occurs continuously with the most common visual functions being those of near vision and depth perception. Ability to spend extended lengths of time viewing a computer screen. Requires manual dexterity to use and operate all necessary equipment. Must have finger dexterity to be able to operate office equipment.
Other Job Requirements:
Drivers License required with clean MVR (if property provides shuttle service) All associates must maintain a neat, clean and well-groomed appearance per Company Standards Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.
