Hotel Front Desk Supervisor

We are currently looking for a dynamic Front Desk Supervisor to join our team. The ideal candidate will have a strong background in hospitality, exceptional customer service skills, and a passion for ensuring a seamless guest experience.

Job Duties:

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observes performance and encourages improvement.

• Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.

• Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout front office area.

• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make changes and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

• Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

• Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.

• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system.

• Be familiar and able to perform duties on all shifts, including Night Audit.

• Turns in all lost and found items and all guest room keys.

• Perform any related duties as requested by management.

KNOWLEDGE, SKILLS & ABILITIES

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
• Two years combined prior front desk and supervisor experience.

Benefits:

• Health Insurance – Medical, Dental, Vision, HSA, FSA
• 401K
• 401K Matching
• Holiday Pay
• Vacation Pay
• Sick Pay
• Birthday Holiday Pay
• Uniforms provided

Schedule:

• 8 hour Shift

• Day/Night Shift
• Weekend/Holiday Availability Required

EOE/M/F/D/V