What are the responsibilities and job description for the Front Desk Supervisor position at Westmont Group?
The Front Desk Supervisor plays a key role in ensuring that guests have exceptional experiences from check-in to check-out. This position involves overseeing daily front desk operations, training and guiding team members, and ensuring the effective use of the Opera Property Management System (PMS) to enhance guest service. The ideal candidate will be a hospitality leader who is passionate about delivering personalized experiences while mastering the technical aspects of the PMS to ensure smooth and efficient operations.
Key Responsibilities:
Guest Experience Management:
- Lead the front desk team in delivering exceptional, personalized guest experiences by anticipating guest needs and exceeding expectations.
- Oversee guest check-ins, check-outs, and room assignments, ensuring all processes are smooth and efficient.
- Handle guest inquiries, complaints, and special requests with professionalism and tact, ensuring that every guest feels valued and cared for.
- Work closely with the concierge and other departments to create memorable experiences and anticipate guest preferences.
Opera PMS Mastery:
- Utilize the Opera Property Management System to manage reservations, check-ins, check-outs, and room assignments.
- Ensure the PMS system is being used efficiently and accurately for guest profiles, billing, and reporting.
- Troubleshoot and resolve any issues with the PMS, ensuring minimal disruptions in guest service.
- Train front desk team members on the Opera system, ensuring they are proficient and able to fully utilize all relevant features.
Team Leadership and Training:
- Supervise, train, and mentor front desk agents, ensuring they are knowledgeable, motivated, and empowered to deliver the highest levels of service.
- Provide guidance and support to the team on guest interactions, system usage, and problem-solving to foster a positive and collaborative work environment.
- Conduct performance evaluations and provide constructive feedback to team members to ensure continuous improvement.
Operational Efficiency:
- Ensure the front desk area is always organized, well-maintained, and prepared to handle guest interactions effectively.
- Monitor guest check-in/check-out times and ensure that all processes are carried out in a timely and professional manner.
- Ensure that all reservations are accurately recorded and confirmed, and that guest preferences are noted and communicated to other departments.
Billing and Payment Handling:
- Oversee billing processes, ensuring that guest charges are accurately entered into the Opera system and that invoices are provided promptly at check-out.
- Ensure the collection of payments in accordance with hotel policies and resolve any billing discrepancies swiftly and professionally.
Guest Feedback and Issue Resolution:
- Proactively seek guest feedback during their stay, ensuring that any issues are addressed promptly and effectively.
- Follow up with guests after check-out to ensure their satisfaction and to gather valuable feedback for continuous improvement.
Collaboration and Communication:
- Collaborate with other hotel departments, such as housekeeping, maintenance, and food & beverage, to ensure that guest needs are met promptly and to maintain a seamless operation.
- Maintain clear communication with the management team to report on daily operations, guest feedback, and any issues that arise.
Qualifications:
- Education: High school diploma or equivalent required; a degree in Hospitality Management or a related field is a plus.
- Experience: Previous experience in a front desk or supervisory role in a luxury hotel is preferred, with a strong understanding of guest service and PMS systems.
- Skills:
- Strong proficiency in the Opera Property Management System (PMS).
- Excellent communication skills, both verbal and written.
- Strong leadership abilities and the ability to motivate and manage a team effectively.
- Exceptional problem-solving skills with the ability to remain calm under pressure.
- Excellent attention to detail and organizational skills.
- Passion for creating memorable, high-quality guest experiences.
- Language Skills: Fluency in [English] and additional languages (if required) is a plus.
Working Conditions:
- Must be available to work flexible hours, including nights, weekends, and holidays.
- This position may require standing for extended periods and occasional lifting of light items.
About Hotel Granduca
Hotel Granduca is a luxury hotel dedicated to providing exceptional service and creating unforgettable experiences for our guests. We are committed to excellence, attention to detail, and fostering a culture of hospitality that exceeds expectations. Join our team and be part of an environment where you can grow professionally and make a lasting impact on our guests’ stay.
EOE
