The Front Desk Supervisor is responsible for assisting the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.
Experience:
High school diploma or equivalent required, and college degree preferred.
Minimum 2 years previous hotel Front Desk experience required, with supervisory experience preferred.
OnQ experience a plus.
Supervise Front Desk operations during your assigned shift to a consistently high standard to ensure rewarding experiences for guests.
Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
Assist staff with all of the front desk functions to include the PBX Operator role.
Conduct daily stand-up meetings, communicate effectively with all staff and provide any information necessary to provide guest service in accordance with Brand standards.
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
Manage workflow, room status and group activity and effectively communicate changes/updates with other departments to positively impact the guest experience.
Resolve discrepancies on the room status report with Housekeeping
Manage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the “Make it Right” established guidelines.
Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
Assist management in training and motivating employees to increase team efficiency and overall productivity; serve as a role model for the Front office team and others.
Assist to maintain a safe work environment within the Front office operations. Report accidents, injuries, and unsafe work conditions in accordance to hotel procedures; complete safety training and certifications.
Maintain confidentiality of all guests and hotel information
Follow proper Hotel safety policies and procedures and use safety equipment as needed to ensure the safety of all team members during each shift. Reports all accidents and injuries in a timely manner.
Provides for a safe work environment by following all safety and security procedures and rules. Ensure work area is clean and clear of debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectively
Perform any other job related duties as assigned.
Ability to access and accurately input information using a moderately complex computer system
Able to handle cash and credit transactions.
General knowledge of local area attractions and transportation.
Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
Monitor and maintain the front office systems and equipment to ensure their optimum performance.
Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Assist FOM/AFOM to ensure all Front Office Quality Standards are complied with and are consistently applied.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Command of the English language both written and verbal.
Ability to multi-task, and prioritizes with excellent follow up skills and customer service.
Regular attendance in conformance with the standards is essential to the successful performance of this position.
Comply with attendance rules and be available to work on a regular basis. Able to work a flexible schedule, varied shifts, including Weekday, Evenings, weekends and holidays.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Some lifting may be required. This position may require 75%+ or more of time on their feet.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.