Position Summary:
The Front Desk Supervisor provides leadership and support to all front office personnel and ensures proper completion of all front office duties in accordance with hotel policies and procedures. Fosters customer loyalty by providing the highest level of guest services and maintaining standards that would deliver an exceptional guest stay.
Duties and Responsibilities:
- Manage and motivate the Front Office team to provide a high standard of service for customers.
- Manage and monitor activities of all team members in the Front Office department making sure they adhere to hotel policies and procedures.
- Handle guest complaints or contentious issues that cannot be settled directly by team members and provide a quick solution. - Staff is properly trained on all required functions in the Property Management System and Brand Portals. - Complete requirements associated with Guest Rewards and Loyalty. - Work with Sales to assure group rooms and meeting spaces are managed properly.
- Work with team to forecast and yield manage rates to maximize revenue for the hotel.
- Know the hotel's marketing program, specials & packages and use sales techniques to upsell rooms to maximize revenue and occupancy levels.
- Work closely with the Housekeeping and Maintenance Department to improve guest service and foster cross-departmental communication.
- Keep accurate records, documenting all training and monitoring staff performance.
- Review daily reports and correct discrepancies. Ensure shift checklists are completed properly and on a timely basis.
- Remain current on brand standard updates, new procedures and required training.
- Able to cover shifts when needed.
- Complete all required company and brand-specific training and/or certifications in a timely manner.
- Ensure the workplace remains clean and tidy and the lobby is always presentable.
- Monitor front office and stationery supplies.
- When needed assist as breakfast ambassador.
- Able to work a flexible schedule of varied hours including weekends and holidays. Adhere to start times.
- Wear professional attire with a nametag while on shift.
- Ensure hotel keys are distributed to the appropriate parties and that guest privacy is maintained.
- Maintain a safe, secure and healthy work environment by following safety and security protocols and complying with hotel policies and procedures.
Physical, Mental and Environmental Demands:
- Must be able to perform job functions with attention to detail, with efficiency and under time constraints.
- Must be able to push and pull up to 50 lbs. and carry up to 20 lbs.
- Must be able to bend, reach, kneel, pivot and grip items while working in guest rooms.
- Follow directions thoroughly and work with minimal supervision.
Skills, Educational Background, Experience and Basic Expectations:
- High School Diploma or GED required.
- College Education/Business Administration knowledge.
- Minimum 1 year of Front Office/Guest Service experience including management experience.
- Excellent communication and customer service skills.
- Able to professionally write and communicate in English.
- Able to organize, plan ahead and manage workload.
- Work cohesively with co-workers as part of a team.
- Able to prioritize and work effectively in a fast-paced environment.
- Proficient in Microsoft programs.
