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Front Desk Supervisor supervises a team of front desk clerks who are responsible for guest check-in and check-out. Performs administrative duties for the front desk including guest check-in, check-out, and billing. Being a Front Desk Supervisor counsels and coaches a team of clerks and ensures all tasks are completed competently. May manage the team's shifts to ensure full coverage. Additionally, Front Desk Supervisor responds to and resolves guest complaints and concerns. May require a high school diploma or equivalent. Typically reports to a manager. The Front Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Front Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision.
Front Desk Manager manages front desk staff and ensures quality customer service. Oversees the daily service operations for hotel rooms and the execution of contracts, deposits, and billing. Being a Front Desk Manager ensures check-in, check-out, and billing processes are performed competently and in accordance with organizational policies and procedures. Responds to and resolves guest complaints and concerns. Additionally, Front Desk Manager requires an associate degree or equivalent. Typically reports to a hotel manager. The Front Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Front Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes.
Front Desk Clerk, Sr. interacts with the customer to ensure that guest check-in, check-out, and billing are carried out efficiently. Answers questions about the facility's policies and services. Being a Front Desk Clerk, Sr. makes advance reservations and handles special requests. Issues invoices and collects room fees. Additionally, Front Desk Clerk, Sr. handles or appropriately escalates customer service issues. Performs administrative duties such as answering phones, cleaning work space, and assisting managers and supervisors as needed. Requires a high school diploma or equivalent. Typically reports to a supervisor. The Front Desk Clerk, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Front Desk Clerk, Sr. typically requires 3-5 years of related experience.