Hotel Front Desk Supervisor

Position Title: Front Desk Supervisor

Reports to: Hotel Manager/Assistant Hotel Manager

Position summary :

Primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Provides technical support to front desk and housekeeping staff when needed.

The front desk supervisor will act as a role model, sharing expertise and knowledge while continually inspiring the front desk associates. Is responsible for ensuring hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements. Monitors Night Audit function to ensure hotel ledgers are balanced. In addition the front desk supervisor will ensure that all guests are satisfied when complaints arise. Guest Service is the number one focus in this role. Oversees and supervises the reservation staff. If hired a detailed technical skills and service training document will be reviewed and a request will be made of the employee to sign and acknowledge technical and service training standards and expectations as well as a copy of this job description.

DUTIES AND RESPONSIBILITIES:

• Ensures Outstanding customer care at all times.
• Maintains a friendly, professional, cheerful and courteous demeanor at all times.
• Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.
• Trains and directs the work flow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.
• Takes responsibility in the absence of the Hotel Manager and Assistant Hotel Manager.
• Attends meetings as required.
• Ensures front desk supplies are stocked and computer equipment functioning properly.
• Ensures Front desk log book and hotel log book is always updated and acted upon.

PREREQUISITES:

EXPERIENCE/EDUCATION: Work experience as Front Desk Supervisor as well as previous supervisory experience in a similar position is mandatory. Bachelor’s degree preferred. Computer knowledge and experience in Microsoft office applications such as excel and word is also required.

Ethical Behavior: Must adhere to Company Code of Ethics.

Job Type: Full-time

Pay: $15.00 - $15.50 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Weekend availability

Ability to commute/relocate:

• Woodland, CA 95776: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Required)

Work Location: One location

Salary : $15 - $16