Front Desk Supervisor

Position Summary :

Primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Provides technical support to front desk and housekeeping staff when needed. The front desk supervisor will act as a role model, sharing expertise and knowledge while continually inspiring the front desk associates. Is responsible for ensuring hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements. Monitors Night Audit function to ensure hotel ledgers are balanced. In addition, the front desk supervisor will ensure that all guests are satisfied when complaints arise. Guest Service is the number one focus in this role. Oversees and supervises the reservation staff.

• Ensures Outstanding customer service at all times.
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times.
• 3.Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
• Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns in a timely fashion.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.
• Trains and directs the work flow and processes of the front desk. Resolves issues / problems and coaches and counsels the front desk team members to ensure a quality operation.
• Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Adheres to company credit limit policies.
• Allocates rooms to expected arrivals after checking the guests' preferences and special requests.
• Builds strong relationships and coordinates with all other department's especially housekeeping, reservations etc.
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner.
• Cross checks all billing instructions are correctly updated
• Handles bus group arrivals and corporate market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel policies and procedures.
• Performs other duties as assigned, requested, or deemed necessary by management.
• Ensures Front desk log book and hotel log book is always updated and acted upon.
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Assists all departments in servicing the guests especially during high volume periods.
• Takes responsibility in the absence of the Hotel Manager and Assistant Hotel Manager.
• Produces hotel front desk schedules
• Participates in the budget and forecast reporting
• Ensures time and attendance policies and payroll are accurately reflected.
• Attends meetings as required.
• Ensures front desk supplies are stocked and computer equipment functioning properly.

EXPERIENCE / EDUCATION : Work experience as Front Desk Representative is requested as well as previous supervisory experience in a similar position. High School Diploma required. Computer knowledge and experience in Microsoft office applications such as excel and word is also required.

Physical : Requires standing for long periods of time and on occasion may be asked to lift and carry up to 40 pounds while performing the duties of this job, it may be also required to stoop, kneel, crouch, or crawl.

Work Environment : Work is generally performed in the front desk lobby. Some office work is also required. This position is a working supervisor position. Evenings, grave, weekends, and holidays most likely will be required.

Job Type : Full-time

Salary : From $15.00 per hour

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Shift availability :

Salary : $15 - $18