PM Front Desk Supervisor

Job Title:     Front Desk Supervisor PM

Job Summary:           Our Hotel Front Desk Supervisor ensures a memorable guest experience by maintaining an outstanding impression of our property through anticipating and reacting to changing guest needs and coordinating the activities of the front desk team.   

Daily Activities: 

• Maintains a professional, positive, friendly demeanor with guests and fellow associates at all times.
• Ensures the front desk and front drive is staffed sufficiently for each time period and that the staff is in proper uniform. 
• Trains and coaches front desk staff to ensure high quality of service and high team morale. 
• Assigns daily/weekly duties to front desk staff.    
• Communicates in daily shift meeting:  service focus, VIPs in house, group arrivals and departures, etc. 
• Ensures a clean, orderly appearance of the hotel lobby, hotel front drive, luggage storage, and valet/bell service areas. 
• Ensures procedures are followed to maximize room yield and hotel revenue.
• Maintains efficient storage of supplies; notifies manager of needed items.
• Identifies and implements ways to operate more efficiently, cut costs and drive revenue.
• Assists with hiring and weekly scheduling of front desk staff.
• Conducts and ensures compliance of ongoing training for all team members and initial training for new hires.  
• Attends daily and weekly meetings as required.
• Follows procedures to control labor and operating costs. 
• Ensures standards are followed for accepting and storing guest vehicle keys, luggage and other guest items in a secure and organized manner. 
• Performs in any front desk position as needed/scheduled.    
• Greets guests upon arrival and completes check-in process according to established protocol; facilitates guest departure process according to established protocol. 
• Performs tasks including arrivals review, room blocking, etc. as assigned on shift checklist. 
• Enhances guest experience by promoting the hotel’s services,  providing guests with current hotel offerings and information, and assisting guests in making arrangements as needed.  
• Enhances guest experience by providing information and directions to other local activities and assisting in making arrangements as needed.
• Assists arriving and departing guests with arranging valet, bell and transportation services.   
• Responds to guest cues in up-selling amenities and services with a goal of exceeding guest expectation and increasing overall sales.
• Communicates effectively and professionally utilizing 2-way radio system.

• Partners with other front office associates as well as other departments to ensure a smooth operation. 

• Follows established protocols to provide a warm phone greeting for both external and internal guests. 
• Facilitates multiple phone calls and call transfers utilizing telephone system console. 
• Processes guest requests for hotel services to other departments in a timely manner (housekeeping service, luggage assistance, engineering assistance, valet service, room service orders, etc.). 
• Ensures adherence to protocol for processing lost and found items. 
• Builds relationships with guests to ensure regulars/repeat business.
• Responds to guests with issues and requests in a timely manner.
• Handles financial, guest and associate information with care and professionalism and maintains strict confidentiality.
• Ensures accurate reporting of all income received during shift.
• Completes daily side work and cleaning duties as assigned. 
• Follows all established safety and sanitation guidelines.
• Additional tasks as assigned by supervisor.

Desired Qualities:

• Ability to work flexible hours (days, nights, weekends).
• Ability to communicate effectively; ability to speak, understand and read English.
• Minimum two years of experience in a front desk line position.      
• Minimum one year supervisory experience.
• Demonstrated enthusiasm for hospitality operations.