Front Desk Supervisor

Responsibilities

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Indigo One, LLC standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Always comply with Indigo One, LLC standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a friendly and warm demeanor.
• Set the standard for guest relations at the Front Desk.
• Obtain all necessary information when taking room reservations.
• Monitor all V.I.P. and special guest requests.
• Review Front Office log and Trace File daily.
• Fully comprehend and execute all relevant phases of the front desk computer system.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently underway.
• Be familiar with all in-house groups.
• Be aware of all closed out and restricted dates.
• Follow and enforce all Indigo One, LLC hotel credit policies.
• Be able to perform all duties of Front Desk Agent.
• Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• Maintain proper operation of the P.B.X. console and ensure that all Indigo One, LLC standards are met.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates, be the team leader).
• Assist the FOM in ensuring that associates are following and maintaining Indigo One, LLC standards (i.e., answering phones, call-backs to guests, guest request log).
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.
• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Ensure that associates are, always attentive, friendly, helpful, and courteous to all guests, managers and all other associates.
• Answer all guest inquiries in a timely and professional nature.
• Be involved in departmental meetings, planning and execution.
• Help maintain productivity levels at or above budgeted standards.
• Perform any other duty as required by management.
• Assist in training new hires and current associates on a regular basis.
• Attend meetings as required by management

Qualifications

• At least 2 to 3 years of progressive experience in a hotel or a related field required. High School diploma or equivalent required.
• College course work in related field helpful.
• Previous supervisory responsibility preferred.
• Must have a valid driver's license for the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to work well in stressful, high-pressure situations, including ability to handle guest objections and disputes to satisfactory results.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust, or modify to meet the constraints of the need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.