FRONT DESK SUPERVISOR

Description

What makes Williams Hotel Group a great place to work? It’s our people. We understand that our employees are our greatest asset. We are committed to developing and empowering our people, providing a stable, safe and enjoyable work environment for everyone to achieve their greatest potential. And our culture proves it.

Job Summary

This position is responsible for assisting the general manager with the daily operations of the hotel to maintain standards for guest satisfaction, employee satisfaction, quality assurance and asset protection while managing costs.

Here's what we have to offer you:

• Competitive pay
• Fun place to work
• Clear path for growth and career advancement
• Hotel Discounts
• Paid Vacation
• Health Insurance Benefits

Qualifications

MINIMUM EXPERIENCE:

• Knowledge of training criteria specific to hospitality industry and/or adult learning preferred.
• Prior hotel experience preferred.

Physical Requirements

• Must be able to stand for extended periods of time, at least two hours intervals.
• Must be able to work in a sitting position for extended period of time; at least four hours.
• Must be able to reach for specific objects at short distances in local working areas.
• On occasion may be required to lift and carry heavy objects, push or pull heavy objects; kneel, bend or stoop, and ascend or descend ladders or stairs.
• Capable of working in a fast paced environment and in stressful situations.
• Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner.
• May require travel to various locations on business.
• Must be available to work extended hours, nights and weekends.

General Requirements

• Communicate clearly and effectively both orally and in writing.
• Logically and independently plan, organize and complete work.
• Must be able to take initiative and have well-developed interpersonal skills.
• Bilingual (Spanish/English) a plus.
• Able to set and achieve high standards of performance.
• Must be able to perceive quality of work and read material.
• Must be able to conduct analysis and generate reports to reflect findings.
• Must be able to learn and maintain job duties/knowledge of basic concept and techniques and complete detailed work assignments.
• Must be able to perform the manipulation of numbers and basic math calculations.
• Must be able to perform job tasks and remain vigilant in the event of an emergency.
• Must be able to make progress on multiple assignments under time constraints.

Fundamental Requirements

Guest Satisfaction:

• Train hotel staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
• Train hotel staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received. Personally handle difficult situations involving upset guests. Attempt to resolve all issues of poor guest service before guests leave the property.
• Personally respond to guest complaint letters and Guest Assistance Contact Forms and comment cards in accordance with company standards.
• Manage the 100% guarantee procedures in accordance with standards, and eliminate service issues that result in repeated invocations of the guarantee.
• Receive satisfactory scores for Medallia (i.e., guest satisfaction survey) and take action to correct any deficiencies in assigned department(s).

Revenue Management:

• Support sales efforts as directed by the Director of Operations and the corporate sales organization.
• Support revenue management efforts as directed by the Director of Revenue Management.
• Assist the general manager with informing the front desk staff about rate structure and know how to implement yield management policies and procedures.
• Assist with the training of the front desk staff to successfully perform all front office operations and revenue management and central reservations procedures.
• Train front desk staff to successfully perform selling techniques and procedures for current promotions.
• Achieve maximum revenue.
• Perform front desk sales representative and night auditor duties as required by staffing levels and business demand.
• Compose departmental correspondence as needed.

Financial Results:

• Protect the company’s financial assets by properly administering company policies and procedures for all financial transactions for assigned department(s). Also, properly administer company policies and procedures for protecting the safety of guests and employees.

Employee Satisfaction:

• Recruit, select, train and manage employees to deliver guest services and quality products that will lead to achieving goals for revenue and profit.
• Properly administer Company policies and procedures for human resources management, payroll administration, personnel transactions and fair treatment of employees.

Product Quality:

• Ensure a satisfactory guest experience and protect the company’s physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
• Receive satisfactory scores for product quality as measured by Medallia and take action to correct any deficiencies.

Developmental Assignments

• Act as manager on duty in absence of general manager.
• Serve as acting general manager at various hotels to cover vacated positions and to relieve general managers on vacation.
• Complete assignments or special projects at various hotels as assigned by the Director of Hotel Operations or the Director of Revenue Management for the purpose of gaining additional experience in preparation for promotion to general manager.
• Assist Director of Hotel Operations with the implementation of best-demonstrated hotel operations in all hotels within region to improve productivity, product quality, and guest and employee satisfaction throughout the region.
• Perform any additional responsibilities as assigned.