Hotel Front Desk Supervisor

Overview

The Front Desk Supervisor reports to the General Manager. The front desk supervisor works front desk shifts when necessary and demonstrates the proper way to handle front desk operations. The front desk supervisor acts as a liaison between the General Manager and all departments within the hotel, for example, maintenance and housekeeping. The front desk supervisor ensures maximum guest service and satisfaction, while maintaining minimum costs. The front desk supervisor complies with and enforces all Company policies and procedures.

Personality / Physical Requirements

Outgoing, friendly, service-oriented, ability to manage a variety of personalities, awareness of conflict avoidance and resolution, time management expertise for yourself and others, innovative thinker, problem solver, ability to work in a brisk environment.

Light maintenance and custodial work is required as needed. This could include, but is not limited to, plunging toilets, biohazard cleanup/removal, changing light bulbs, spot mopping, dusting, and pool chemical checks. As a manager you may also be called upon to entirely turn over a room and in order to re-sell in the event of a check out after housekeeping has left for the day.

Major Duties

• SMILE Be an example for YOUR team!
• Assist General Manager in day-to-day operation of the hotel.
• In charge of ensuring all housekeeping and maintenance keys are returned to the front desk and locked daily after shift.
• Assist in the interviewing, hiring and discipline of all personnel. Hiring, discipline and terminations must be done in conjunction with the General Manager’s approval.
• Locate alternate backup front desk and audit staff due to absenteeism, vacations, etc. This means covering shifts as necessary due to illness or high occupancy. May be required to be on-call evenings and/or weekends.
• Serves as primary contact for front desk and audit staff communications with the General Manager and the Pacific Inns Management Company.
• Train team members in safety procedures and property tours.
• Prepare front desk work schedules to ensure excellent service at all times.
• Research travel agent commissions and guests’ folio inquiries upon request.
• Maintain the appearance and organization of the Hotel at all times.
• Train, cross-train, retrain, and evaluate all Front Desk team members and implement new training procedures with the knowledge and consent of the General Manager, and in accordance with Company policies and procedures.
• Maintain the highest possible occupancy and ADR through participation in aggressive yield management program.
• Prepare reports, as requested, for all departments and submit to Pacific Inns Management Company as needed.
• Ensure that night audit balances daily and make any necessary adjustments or corrections on daily reports. Adhere to franchise standards and to Company policies and procedures.
• Review daily deposits and explain and correct any overages/shortages.
• May handle daily city ledger postings.
• Maintain inventory of hotel supplies, including office supplies, gift shop supplies, franchise/logo items, etc. Prevent loss and damage to hotel supplies and property.
• Conduct property tours daily, inspecting a minimum of two guestrooms daily.
• Respond to requests of guests and coordinate all departments to ensure total guest service and satisfaction.
• Represent the hotel in a positive manner and comply with requests of the General Manager and Pacific Inns Management Company.
• Maintain standards and work procedures for the Front Desk staff in accordance with Company policies and procedures.
• Direct and manage front desk staff and delegate duties and responsibilities.
• Be a liason between the front desk and the sales department to be sure all accounts are taken care of quickly. Resolve guest issues immediately and work to maintain a minimum satisfied intent to return score of 90 or above.

Other Duties

• Inspect all equipment and furniture in your daily work area for any hazards to team members and guests; report all hazards immediately to the General Manager and/or Maintenance Engineer for repair. Train team members on up-selling techniques.
• Participate in programs offered by the franchise or by the Company.
• Represent the management team in a positive manner and comply with the requests of the General Manager.
• Maintains the highest possible occupancy level and highest possible Rev Par.
• Anticipate and respond to guest’s needs by coordinating with other departments to ensure total guest satisfaction.
• Assist the General Manager with special projects.
• Monitor Front Desk team members’ appearance. Assure staff wears the proper uniform with nametag and that they keep up a professional, clean cut appearance all in compliance with Team member Manual, and franchise standards.
• Monitor all functions of the property management system, and report any system failures immediately to the General Manager.
• Get out, walk the property, and know what is going on in your surroundings.

Minimum Essentials

• Education: Minimum High School Diploma or GED Equivalent.
• Computers/Equipment/Software: Computer literate with ability to learn new software applications. Ability to type/keyboard 50 wpm. Microsoft Office, to include Outlook, Word and Excel preferred. General office equipment, such as, photocopiers, ten-key, fax machine, telephones, shredders, and meeting room audiovisual equipment. Hotel property management system(s) a plus. Some accounting knowledge preferred.
• Language: Basic reading and writing of the English language required. Additional foreign languages a plus. Physical Demands: Ability to lift 50 lbs.
• Working Conditions: Normal for an office/business environment. Will require occasional overtime, to include weeknights and/or weekends.
• Attention to detail, excellent organizational skills, and discretion with confidential information.

Always Remember:

If it is Broken – Fix it.

If it is Dirty – Clean it.

If it is on the Ground – Pick it up.

Do it right the first time.

It is everyone’s obligation to keep our hotel immaculately clean, inside and out.

* The aforementioned general outline is not to be considered by the team member as all-inclusive. Team members may be required from time to time to execute tasks other than those duties specifically defined above. Should team member be asked to perform such a task, team member will comply with the request and do so to the best of his or her abilities. *

Job Type: Full-time

Pay: $19.00 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• Employee discount
• Paid time off

Schedule:

• Day shift
• Evening shift
• Every weekend
• Holidays
• Morning shift
• Night shift
• On call
• Overnight shift
• Overtime

Ability to Commute:

• Centralia, WA 98531 (Required)

Ability to Relocate:

• Centralia, WA 98531: Relocate before starting work (Required)

Work Location: In person

Salary : $19 - $21