Front Desk Supervisor

Job Description

Job Summary:

The Front Desk Supervisor oversees the front office activities between the Guest, the hotel, and the various hotel departments. A Front Desk Supervisor is responsible for supervising the activities that create the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards.

Responsibilities:

• Extend a warm, friendly greeting to any guests entering the lobby.
• Confirm, register, and assign any reservations that may come into the PMS system. Verify customers' credit and establish how the customer will pay for the accommodation.
• Contact housekeeping or maintenance staff when guests report problems.
• Keep records of room availability and guests' accounts, manually or using computers.
• Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
• Contact housekeeping or maintenance staff when guests report problems.
• Compute bills, collect payments, and make change for guests.
• Record guest comments or complaints and address any issues at hand.
• Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
• Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
• Plan, schedule or supervise the work of other employees.
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
• Responsible for assisting guests with check-in and check-out, plus all special requests for services or information, by SOP's.
• Assists in training of new associates and maintains constant training of agents.
• Ensures all members of the staff are completely familiar with all hotel emergency procedures.
• Works with desk agents to balance at the end of shift and ensures completion of shift checklist.
• Smiles and greets all guests immediately graciously and professionally; handles all guest questions and problems within empowerment guidelines.
• Assist with booking any reservations for restaurants, tee times, or excursions.
• Act as Manager on Duty when needed.
• Perform any additional tasks requested by management.
  
  

Qualifications:

• Minimum two years of college.
• Minimum one year of supervisory experience.
• Strong customer service experience and level of diplomacy to manage difficult events.
• Excellent organizational and team management skills.
• Ability to stand and walk for extended periods of time. Ability to observe and detect signs of emergencies with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with Team Members, Guest, and Members.
• Effective verbal and written communication skills in English. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, the public, etc.
• Stamina to handle the physical demands of the job.
• Flexibility to work various shifts, including evenings and weekends.
  
  

Required Skills/Abilities:

• Proficient in Microsoft Office Suite.
• Excellent communication and people skills.
• Understanding of safety hazards.
• Excellent attention to detail and how they support a broader set of project objectives.
• Demonstrated ability to work independently, and be an organized, creative self-starter.
• Ability to manage and successfully execute multiple assignments simultaneously.
• Facilities management software – HOST
  
  

Physical Requirements:

• Prolonged periods of standing.
• Must be able to lift, bend, stoop, climb, reach, and lift up to 50 pounds at a time.
  
  

In addition to the functions listed above, the employee is expected to: exercise honesty, integrity, and respect with all guests, members, and co-workers, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers, guests, and members, work with accuracy, efficiency, and attention to detail, maintain good attendance by working when and where directed, work safely in compliance with all safety policies, respect the work environment and keep it as neat and clean as possible, and exercise initiative to learn new skills and tasks and to help co-workers when possible. The employee is also expected to perform other duties and functions as required.