Hotel Front Desk Supervisor

SUMMARY:

Performs duties to effectively take the lead in establishing the ultimate guest experience, from check-in to departure through training, service delivery, and service recovery following Town Pump and brand operational standards. Model the Hotel Group Mission Statement “Genuine Hospitality from genuine people committed to providing comfort and service.”

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Interact with guests, co-workers, and management in a courteous, professional manner. Must maintain a high degree of pride in job performance.

2. Ensure accuracy and completion of all front desk procedures.

3. Maintain a business professional image while representing the Company.

4. Complete all required company and brand-specific training and/or certifications on time.

5. Train and monitor Front Desk Associates about selling rooms over the phone as well as in person, ensuring they are achieving set goals.

6. Ensure service levels and professionalism through monitoring performance and ensuring the proper company image, i.e.: uniforms, and hygiene of staff.

7. Schedule and monitor all FDC hours in line with budget and business flow.

8. Model and supervise staff’s guest service and hospitality practices.

9. Assist the General Manager with hiring, training, performance management, conflict resolution, discipline, and termination of team members as required.

10. Participates in vetting front office candidates, including interviewing and hiring, with guidance from the GM.

11. May assist in outside sales activities including park lot shops, sales calls, helping with internal hotel sales leads, encouraging the staff to find sales leads, attending community events, sales blitzes, and helping with the marketing plan.

12. Responsible for verifying and maintaining accurate accounting records in the PMS system, as well as, reporting to the corporate office through PDI.

13. Schedules the front office staff and supervises workload during shifts.

14. Communicates an understanding of profitability.

15. Verify that accurate room status information is maintained and properly communicated.

16. Prepares revenue and occupancy forecasting.

17. Report all known issues with services, equipment, and property; ensure work orders are in place.

18. Assists in completing daily parking lot counts.

19. May assist in revenue management calls as well as communicating through Microsoft Teams daily of hotel daily numbers, communicating with Revenue Manager if any issues with rate strategy as well as holding the front desk team accountable.

20. Practice safe working conditions under Occupational Safety and Health Administration guidelines to include Bloodborne Pathogens.

21. May be required to perform duties in other departments as needed such as folding laundry, cleaning the lobby, etc.

22. Maintain familiarity with all emergency procedures regarding accidents, fire, bomb threats, and illness of guests.

23. Maintain a high level of confidentiality of employee, guest, and company information per Town Pump expectations.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION AND/EXPERIENCE:

• High school diploma, GED, or related experience.
• Experience in hospitality or retail atmosphere preferred.

OTHER SKILLS and ABILITIES:

• Proficient computer skills and experience in MS Office and other commonly used computer software.
• Experience in cash and credit card handling preferred.
• Ability to lead and develop staff.
• Ability to create a friendly, energetic, outgoing, atmosphere.
• Ability to read, comprehend, and write reports and other business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, clients, guests, and the public.

· Ability to be punctual and work within a flexible work schedule.

• Valid Driver’s License with acceptable Driving Record.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work in an open environment with frequent interruptions and guest interaction.
• Ability to walk, stoop, climb, and stand for long periods of time.
• Ability to lift and carry 15-20 pounds regularly and up to 50 pounds occasionally.
• Ability to operate a motor vehicle in all types of weather and road conditions.

ENVIRONMENTAL DEMANDS: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

· The noise level in the work environment is usually moderate.

This position has an initial 365-day (1 year) probationary period.

Disclaimer: The list of requirements, duties, and responsibilities is not exhaustive but is the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change, (for example, in the event of emergencies, or changes in personnel, workload, or technical development).

Job Type: Full-time

Pay: $38,000.00 - $42,000.00 per month

Schedule:

• 10 hour shift
• Day shift
• Evenings as needed
• Monday to Friday
• Nights as needed
• Weekends as needed

Ability to Commute:

• Red Lodge, MT 59068 (Required)

Ability to Relocate:

• Red Lodge, MT 59068: Relocate before starting work (Required)

Work Location: In person

Salary : $38,000 - $42,000