What are the responsibilities and job description for the Front Desk Supervisor position at Northwood Hospitality?
Front Desk Supervisor at The Ballantyne, A Luxury Collection Hotel
Who we are: The Ballantyne, A Luxury Collection Hotel is where our guests experience southern hospitality and luxurious resort amenities such as our Destination Day Spa for Wellness and Relaxation. Plus, our Gallery Restaurant that has exceptional cuisine that creates unique experiences for our guests. We are looking for motivated individuals who are passionate about exceeding guests’ expectations.
Job Summary: The Front Desk Supervisor oversees all front desk operations at the hotel. This includes the role of resident expert on all brand standards related to check-in and checkout procedures, guest services, and the general operation of hotel facilities.
Job Duties
- Oversees and assists Front Desk Agents in checking guests in and out of the hotel in accordance with brand and company policy, to include confirming reservations, assigning rooms, processing payment and issuing/activating room keys.
- Acts as a hotel ambassador by promptly and professionally greeting all guests.
- Promotes and enrolls guests in the Marriott Bonvoy membership program, ensuring that members are appropriately recognized and all Marriott standards are met.
- Provides assistance and answers guests' questions in person and via phone and email regarding the property, local areas of interest and area restaurants.
- Responds quickly to and resolves guests’ concerns, to include resolving any late and/or disputed charges. Follows up to ensure guest satisfaction.
- Trains newly hired Front Desk Agents and conducts regular brand and job-related training.
- Generates a variety of reports related to front desk operations, including closing reports and the daily number of arrivals and departures.
- Communicates regularly with Housekeeping, Engineering and Sales on room availability, VIP guests, room blocks, etc.
Education and Experience
- High school diploma or equivalent; associates degree preferred
- 2 years of hotel front desk experience
- Previous supervisory experience
- Experience using point of sale systems preferred
Skills and Abilities
- Excellent verbal and written communication skills
- Detail oriented
- Ability to prioritize and organize work
- Strong time management skills
- Proficient computer skills using Microsoft Office
- Basic mathematical skills
- Ability to work a flexible schedule, including evenings, weekends and holidays
Physical Requirements
- Ability to stand for extended periods, sit, walk, talk, hear, reach, grasp and perform repetitive motions
- Ability to push, pull, lift, carry or otherwise move up to 10 lbs.
Benefits:
- 401k after 90 days, fully vested, company match to 3%
- Medical (4 plan choices)
- Dental (2 Plan choices)
- Vision
- Employee Assistance Program (EAP)
- Flexible Spending Account (FSA)
- Awesome Paid Time Off policy
- Marriott Hotel Discounts Worldwide
- Northwood Hospitality Discounts
- Discounts at our Gallery Restaurant and Spa
EEO and ADA Statements
The Ballantyne is an Equal Opportunity Employer, committed to maintaining a diverse workforce and an inclusive culture.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.
