Front Desk Supervisor

PRIMARY PURPOSE: Assist the Guest Care Manager/Assistant General Manager in the supervision of front office team members to ensure efficient and smooth operations, and will provide professional, courteous, accurate and timely information and services to arriving, departing and in-house guests. 

RESPONSIBILITIES 

· Meets and exceeds customer and team member expectations by providing service and teamwork 

· Provides value added service to customers by doing whatever reasonable and possible to meet or exceed customer expectations 

· Provides quality service to the customer by anticipating guests’ needs, responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout stay 

· Supervise the operations of the front desk to ensure that guests receive excellent customer service 

· Control cash transactions at the front desk and maintain responsibility for personal bank 

· Ensure front office log book and hotel log book are always updated and required actions are taken 

· Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns 

· Ensures safety by following guest check in and security procedures and report suspicious activity to security, manager or MOD 

· Resolve customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service 

· Assist the Guest Care Manager/Assistant General Manager in interviewing and selecting potential new hires in accordance with the company’s Equal Opportunity policies 

· Assist the Guest Care Manager/Assistant General Manager in the on-boarding of new team members including new hire paperwork and accuracy checks, new hire orientation, new hire training, and on-going training projects 

· Maintain employee records for organization, accuracy, and confidentiality 

· Assist the Guest Care Manager/Assistant General Manager in conducting performance reviews in a timely fashion 

REQUIREMENTS 

· High school diploma (Post-secondary degree or certification in Hospitality Management preferred) 

· 1-3 years hotel experience working as a Front Office associate 

· Proficiency in Microsoft Office applications 

· Previous supervisory experience preferred 

· Experience using hotel reservation system such as FOSSE or OnQ is a plus 

· Organization skills and attention to detail 

· Friendly and customer service oriented 

· Good interpersonal and problem solving skills 

· Ability to work weekends is required 

· 1st, 2nd, 3rd shift flexibility is preferred 

JOB SETTING AND PHYSICAL DEMANDS 

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, talk to customers on the phone, and maintain a calm demeanor when dealing with customer issues. Employees must also be able to walk and stand for long periods of time. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements. 

Disclaimer 

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed. 

EOE
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.