Full Service Hotel Front Desk Supervisor

Job Summary

The Front Office Supervisor is responsible for assisting the Front Office Manager and/or General Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

Education & Experience

• 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.

Job Duties & Functions

• 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.

Benefits

All benefits are available post introductory period of 90 days.

Full-Time associates (30 hours/week)

• Paid Time Off (PTO) per WA State requirements (1 hour/40 hours worked).
• Paid Vacation per MKM policy after one (1) year of service ( 16 hours/year, maxing up to 48 hours).
• Qualify for Medical, Dental and Vision insurance.
• 6 Paid Holidays a year.
• IHG team member benefits.

Part-Time associates

• Paid Time Off (PTO) per WA State requirements (1 hour/40 hours worked).
• 6 Paid Holidays a year.
• IHG team member benefits.

General

This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The associate will also perform other reasonable business duties as signed by the supervisor.

Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.

If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualified associate with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.

Indigo One, LLC is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.

I HAVE READ AND UNDERSTAND THE JOB DESCRIPTION AS STATED ABOVE AND ACCEPT THAT ANY OF THE TASKS MAY BE MODIFIED OR CHANGED. I ACCEPT RESPONSIBILITY FOR KNOWING THE MODIFICATIONS AND / OR CHANGES IN THIS JOB DESCRIPTION. I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THIS JOB AS LISTED ABOVE, WITH OR WITHOUT REASONABLE ACCOMMODATION.