Front Desk Supervisor Jobs

Position Summary

Responsible for directing, planning and coordinating activities of the front desk staff to ensure prompt, courteous service to all guests and ensure their experiences are distinctively supreme.

Essential Functions

• Assist with holding monthly staff meetings with front desk staff.
• Assist with maintaining budget controls, including controlling overtime by effective scheduling.
• Understand all aspects of the hotel (i.e., guest room locations, types of rooms and view, rates, available packages, ballroom and meeting room names and locations).
• Assist in administering policies established for communication between front desk staff, guests and hotel.
• Assist with planning, directing, and coordinating continual monitoring of activities of front desk agents.
• Perform all other duties as assigned.
• Assist with training front desk staff on selling techniques, customer service skills, hotel promotions, specials, and packages with verbal and written communications.
• Respond to all inquiries pertaining to hotel policies and services, including requests and complaints.
• Assist in maintaining and enforcing high level of customer service at all times. Enforce policy of zero tolerance for poor customer service.
• Increase transient sales.
• Assist with focusing on details, including organization of front desk and implementing programs and systems to keep front desk agents on task.
• Drive Company vans for guests when required.
• Assist with completing all necessary employee documentation for the front desk staff, including new hire paperwork, coaching/counseling reports, performance evaluations, salary changes and termination documentation.
• Responsible for all aspects of registering guests into the hotel upon arrival and checking guests out of hotel following prescribed procedures.
• Understand and implement the reservation process for both social and group guests.

Additional Responsibilities

• Maintain a good working relationship with all departments.
• Maintain a safe working environment and immediately report all unsafe conditions.
• Keep work area neat and organized.
• Comply with all policies and procedures set forth by the property Employee Handbook.
• Conduct self in a professional manner at all times.

Qualifications

• Read, write, problem solve and communicate effectively with guests and employees.
• Work flexible schedule.
• Previous supervisory experience preferred.
• Detail oriented.
• Multi-task and work well under pressure.
• Possession of government required licenses or certificates.
• Two years hotel front desk experience preferred.
• Have prior cash handling experience.
• Maintain a professional appearance at all times.
• Knowledge of front office operations, including ability to plan, organize and direct front desk staff.
• Receive and follow both verbal and written instructions.
• Ability to:

Physical Requirements

3-6 hours: Standing/Walking

1-3 hours: Sitting, Crouching/Bending/Stooping, Reaching, Grasping

Up to 1 hour: Pushing/Pulling, Lifting/Carrying (up to 50 lbs.),Climbing Stairs

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