Front Desk Supervisor

POSITION: Front Office Supervisor
DEPARTMENT: Front Office
SUPERVISOR: Front Office Manager/Assistant General Manager/General Manager

POSITION OVERVIEW: The position involves high guest contact and presents the first point of contact for all of our guests. The Front Desk Supervisor is responsible for assisting guests with check-in and check- out, answers and processes phone calls. Work to resolve guest challenges, ensuring guest satisfaction.

Manages front office operations to ensure profitability, cost control, and guest satisfaction. Oversees room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue

This industry functions seven (7) days a week, twenty-four (24) hours a day. Regular attendance in accordance with company standards is essential for success in this position.

EDUCATION & EXPERIENCE:

• High School Graduate or General Education Degree (GED): or Work Equivalent
• Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel systems is preferred
• Minimum of 1-2 years of experience as a Customer Service Agent.
• Previous cash handling experience
• Prefer previous experience as a Front Desk Supervisor

QUALIFICATIONS:

• Good understanding of the English language.
• Good communication skills both written and verbal.
• Exert physical effort in lifting/transporting at least 25 pounds.
• Push/pull carts and other equipment up to 100 pounds.
• Endure various physical movements throughout the work areas.
• Satisfactorily communicate with guests, management and co-workers to their understanding.
• Work environment – front office, and all areas of the hotel. Job involves working under variable temperature conditions and noise levels, in indoor and outdoor settings
• Must be able to stand and exert well-paced mobility for up to 8-hours in length.
• Must be willing and have the ability to work a varied schedule that includes nights, weekends and holidays.
• Knowledge of the local area.
• Ability to suggestively sell.

JOB RESPONSIBILTIES:

• Be in proper uniform, with nametag.
• Maintain positive guest relations at all times. Work to resolve guest complaints, ensuring guest satisfaction.
• Communicate effectively with guests as well as team members
• Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.
• Be familiar with all local attractions/activities to respond to guest inquiries accurately.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Coordinate breaks for staff.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within minutes.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or

“walked” guests.

• Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
• Print special requests report and block according to specifications.
• Balance room types daily.
• Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre- registration procedures.
• Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
• department orientation with new hires. Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Assist in strategizing control of room inventory to maximize revenues.
• Maintain guest confidentiality at all times.
• Assists in handling emergencies in order to protect our guest and associates, and preserve the building and its systems during the emergency. Must act as quickly and responsibly as possible to return the building to its normal operating status.
• Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures. As well as the brand standards, policies and procedures.
• This job description is not intended to provide a complete and comprehensive list of all job duties, requirements and responsibilities. Instead, it is provided as a general overview of the expectations for the position.