What are the responsibilities and job description for the Front Desk Supervisor position at The Grand & Little America Hotel, Utah?
The Front Desk Supervisor provides the utmost in service. Representing the premier hotel of Salt Lake City, the Front Desk Supervisor exemplifies the Little America Service Standards. This position assists Front Office management in training and coaching agents, providing feedback (both positive and opportunities), and represents management when they may be unavailable. This person will be extremely skilled in creating solutions to sensitive guest concerns and conflict resolution as well as execution of emergency and safety protocol.
RESPONSIBILITIES:
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer concerns, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Reviews and monitors incoming convention groups and ensures front office staff is prepared to execute requirements.
- Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
- Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Knowledgeable of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
- Operates PBX software, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Maintains a friendly, cheerful and courteous demeanor at all times.
- Performs other duties as assigned, requested or deemed necessary by management.
- Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
- Contributes and maintains established information and communication sources such as Guest Relations and Front Desk log books in order to enhance department communications and operations.
- Assist all departments in servicing the guests during high volume periods.
- Takes responsibility in the absence of the Front Office Manager.
SUPERVISORY DUTIES
12 employees.
QUALIFICATIONS:
Required:
- High school diploma or an equivalent credential
- Two or more years of experience as a front desk agent or related office management position in the hospitality industry
- Understanding of all hotel Front Office procedures
- Strong attention to detail and ability to meet deadlines
- Commitment to delivering excellent customer service
- Ability to read, interpret and communicate in English, both verbally and written
- Proficient in Windows-based computers, typing skill (60 WPM), and working knowledge of Microsoft Office.
- Must have or acquire proficiency in the OPERA® Property Management System, ALICE, Canary Technologies and other web-based programs for daily operations.
- Willingness and ability to perform at Grand America in similar and same capacities as listed for Little America
Preferred:
- Bachelor’s degree in a field related to business or tourism
- Supervisory experience or strong leadership qualities
