Front Desk Supervisor Jobs

Position Summary
The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.
Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepares monthly reports and may prepare a budget for front office department.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Any other tasks/duties as requested by management.
• Uphold the hotel's commitment to hospitality.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Supervise workload during shifts.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
• Ensure implementation of all hotel policies and house rules.
• Monitor all V.I.P. guests and requests.
• Verify that accurate room status information is maintained and properly communicated.
• Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
• Check cashiers in and out and verify banks and deposits at the end of each shift.
• Train, cross-train, and retrain all front office personnel.
• Ensure maintenance problems are promptly reported through proper channels.
• Maintain master key control.
• On time and at work when scheduled and in proper uniform.
• Enforce all cash-handling, check-cashing, and credit policies.
• Comply with all company policies and procedures.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
• Evaluate the job performance of each front office employee.
• Attend department meetings as scheduled.
• Ensure strict adherence to the uniform policy.
• Respond to guest requests, concerns and problems to ensure guest satisfaction.
• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
• Review daily front office work and activity reports generated by Night Audit.
• Maintain required pars of all front office and stationary supplies.
• Check with manager/supervisor before leaving work area for any reason.
• Review and complete credit limit report.
• Perform special projects and other responsibilities as assigned.
• Update group information. Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel.
• Maintain working relationships and communicate with all departments.
• Schedule the front office staff.
• Prepare revenue and occupancy forecasting.
• Participate in task forces and committees as requested.
• Work within the allocated budget for the front office.
• Monitor high balance guests and take appropriate action.
• Prepare performance reports related to front office.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conduct regularly scheduled meetings of front office personnel.
• Receive information from the previous shift manger and pass on pertinent details to the oncoming manager.
• Participate in the selection of front office personnel.
• Resolve guest problems quickly, efficiently, and courteously.
• Review Front office log book and guest feedback forms on a daily basis.

Qualifications
The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.
Education and Experience

• Two years of customer contact and supervisory experience in the hospitality industry.
• Associate degree or equivalent experience.

Skills And Abilities

• Ability to correctly process check-ins and check-outs, answer questions, and resolve guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.
• Ability to follow an appropriate course of action based on policies and procedures.
• Consistently professional attitude and behavior with effective listening and communication skills.
• Ability to understand and provide friendly guest service.
• Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Attention to details with good organizational and efficient time management skills.
• Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.
• Ability to operate a computer, calculator, phone and other office equipment.

Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities