Front Desk Supervisor

Job Title: Front Desk Supervisor Hotel Department: Front Desk

Reports to: Director of Rooms FLSA: Non-Exempt

JOB Objective: To lead the front desk team and address any guest concerns during shift.

Key Areas of Responsibility: Check-in/Check-out guests, making new guest reservations, answering phone calls, assisting front desk staff and resolving any guests concerns during shift.

Specific Duties:

• Count your cash drawer and follow hotel’s cash handling procedures;
• Checking guests in and out of the hotel;
• Responsible for making sure that the shift check list is completed;
• Be able to cover any shift 1st, 2nd and 3rd shift (night audit);
• Covering shifts when GSA’s call off, request off or No-Show for shift;
• Communicating to prior shift any information needed and also writing information in the red book;
• Check the fax machine for any faxes that have come in;
• Check resume packet from sales and become familiar with the group in house;
• Reviewing the Salt (Guest Surveys) report on a daily basis and familiar with our current scores;
• Role playing with the front desk team covering reservations, customer service and shop calls;
• Training new employees on proper procedures, professionalism, and how to “wow” guests;
• Resolving any simple billing issues on the spot and directing complex billing issues to the front office manager;
• Follow normal daily checklist;
• Must wear uniform and nametag;
• Must comply with hotel and brand standards;
• Must follow all policies and emergency procedures of the hotel to ensure safety of guests and associates;
• Report to manager any health, safety, or hazard issues;
• Manager on Duty responsibilities as needed.
• Other Duties and Responsibilities as may be designated.

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  Qualifications: To perform this job successfully, incumbent must be able to perform each essential duty satisfactorily. Requires good communication skills, both verbal and written. Most tasks are performed in a team environment. There is minimal direct supervision. Must possess basic computational ability. Knowledge of computer OnQ property management program. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

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  Education/Experience: Prior hotel experience and audit/ front desk preferred.

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  Language Skills: Must be able to speak, read, write and understand English. Have the ability to work with staff that speaks different languages; ability to respond to common inquiries or complaints from customers, ability to effectively present information to executive staff.

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  Equipment/Computer Expertise: Basic computing skills including Microsoft Word and OnQ property management. Typing skills and ability to operate standard office equipment including: copier, telefax, multiple-line telephone system, 10-key, etc

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  Physical Demands: This job requires the employee to stand for long periods of time. The physical demands described here are representatives of those that must be met by an associate to successfully perform the essential functions of this job.

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  Work Environment: Work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee should be able to move around and work with others in a small, confined area. The noise level in the work environment is usually moderate.

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  Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Indus Hotels and Individual Hotel staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Indus Hotels / Individual Hotel associate is a guest relations ambassador, every working minute of every day. Work Habits: In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.

Safety & Security: The safety and security of our guests and associates is of utmost importance to Indus. Every Indus Hotels / Individual Hotel associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE: This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s manager.

Furthermore, this description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.