The Front Desk Supervisor assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bellman and Front Desk Agents. Position directs and works with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. Serve as manager on duty during the night and weekends. The Front Desk Supervisor will promote an atmosphere that ensures customer and associate satisfaction. This position reports directly to the Front Office Manager and requires a strong attention to detail and the ability to effectively deal with guests, other departments and team members.
JOB RESPONSIBILITIES:
· Welcomes and completes established check-in procedures for arriving guests on a daily basis in order to ensure guests are satisfied and in rooms as requested
· Leading by example and setting expectations for peers.
· Communicates effectively both orally and in writing to provide clear direction to staff.
· Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
· Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
· Maintains a friendly, cheerful and courteous demeanor at all times
· Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
· Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
· Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
· Ensure logging and delivery of all messages, packages, amenities and mail in a timely and professional manner.
· Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
· Assist in training of new hires and current associates on a regular basis.
· Monitor all V.I.P.'s, special guests and requests.
· Review Front Office log book and Service Recovery log on a daily basis. .
· Performs other duties as assigned, requested or deemed necessary by management
Job Requirements
· Requires working knowledge of Front Desk and the hotel's services, policies and operations. Working knowledge is generally learned on-the-job.
· Requires supervisory and leadership skills.
· Ability to communicate information and hotel services to management and guests.
· High school education or equivalent experience.
· 3 to 5 years related front office experience
· 1 or more years of supervisory experience
· Must have the ability to communicate in English, both written and spoken
· Must be able to work night shifts, weekends and holidays.
· Ability to stand during entire shift.
Job Type: Full-time
Job Type: Full-time
Pay: From $19.00 per hour
Schedule:
- 8 hour shift
- Evening shift
- Holidays
Work setting:
Work Location: In person