HOTEL FRONT DESK SUPERVISOR

Indus Hospitality Group’s mission is developing, empowering, and supporting success in our employees. At the core of our brand we stand for Growth, Loyalty, Respect, and Flexibility. At Indus we offer a career, not just a job. Over the last four decades we have grown substantially through commitment to the region and communities we serve; helping fuel regional economic development with commerce and employment. We believe success is earned and teamwork matters, that hard work should be recognized, and diversity celebrated, that there is always something new to learn and innovation is supported.

Indus Hospitality Group owns and operates more than 70 properties, primarily hotels and restaurants in the Rochester, Finger Lakes, and Western New York regions. The team at Indus Hospitality Group has been recognized numerous times as first-class operators, earning national and regional awards including the Dunkin’ Brands Rising Star of the Year, the Microtel Inn & Suites Franchisee of the Year Award, the Hilton Worldwide Lighthouse Award, Best Western Champion Customer Care Award, and TripAdvisor Awards for Excellence.

Immediate Supervisor: Guest Service Manager

Summary

The Front Desk Supervisor is a working supervisor and the front office team leader responsible for assisting the Guest Service Manager in the training (task specific), supervision, and support of the front office staff, including front desk and night audit, in providing outstanding service experiences for all guests. Special emphasis is placed on accommodating guest preferences, flexibility with work assignments, efficiency, quality, social demeanor and appearance that contributes to a hospitable environment.

Responsibilities

• Provide pleasant and professional services to all guests.
• Assist the Guest Service Manager in directing, training, and mentoring all front office staff members in providing timely, efficient, enthusiastic, friendly, and personalized service for all guests.
• Assist the Guest Service Manager with a variety of administrative support tasks including: daily / weekly / monthly reports, processing accounts receivable, and handling guest billing issues.
• Perform check-in and check-out services, properly record sales transactions and secure accurate payment, coordinate van services, answer telephones, take guestroom reservations, monitor room availability, block rooms, run reports, handle guest mail and messages, program wake-up calls, and perform a variety of other tasks conducive to the efficient operation of the front office.
• Be knowledgeable of the hours of operation of all hotel services and aggressively sell such services.
• Be knowledgeable of hotel safety, security, and emergency procedures and equipment as related to department responsibilities and perform or dispatch any necessary functions.
• Facilitate and maintain on-going communication and collaboration with staff with the aim of achieving high levels of cooperation and service excellence.
• Check all lobby fixtures, equipment, and conditions (lights, heating/cooling, furniture, wallpaper, etc.) for proper operation, settings, and maintenance. Report deficiencies.
• Ensure the cleanliness of the front office, lobby, and surrounding areas.
• Properly maintain all work equipment, tools, and supplies.
• Respond to guest requests and inquiries with appropriate level of sensitivity and immediacy while upholding business goals.
• Responsible for knowing and complying with all items on the position’s training checklist.
• Comply with all department, hotel, and company policies and procedures.
• Perform any assigned task not outlined above that the associate has the ability to perform.

WORK CONDITIONS

Work is performed indoors with infrequent work performed outdoors in providing guest assistance. Outdoor conditions subject to weather. Lobby marble floor presents slippery conditions, especially when wet. Frequent interaction with guests of various needs, personalities, temperaments, and patience levels. Pace of business varies.

QUALIFICATIONS & PHYSICAL REQUIREMENTS

• Ability to effectively read, write, and speak English is required.
• Must be able to provide, receive, and comprehend verbal and written instructions and information.
• Experience in hotel front office operations and basic computer skills required.
• Supervisory experience preferred.
• Desired are individuals who are friendly, enthusiastic, reliable, assertive, articulate, outgoing, obliging, and compassionate.
• Qualified individuals will additionally demonstrate skills in leadership, organization, planning, problem solving, and communication.
• Must present an appropriate public presence in grooming, dress, poise, and social etiquette.
• Must be able to work independently or with others.
• Proper social demeanor, attention to detail, commitment to quality, and passion for serving others is essential.
• Must be able to move or handle items (such as guest luggage, carts, etc) generally weighing 0-30lbs.

ACKNOWLEDGEMENT

This is not necessarily an exhausting list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (emergencies, change in personnel, workload, rush jobs, technological developments or other business demands).