Front Desk Supervisor Jobs

BASIC FUNCTION

• Follow property-specific Standard Operating Procedures; provide input for revisions, new protocols
• Review all arriving/departing Guest Profiles; research pertinent information/preferences
• Ensure all cash handling and credit policies are followed
• Act as co-concierge with front office colleagues, using knowledge of immediate area, services, attractions and events to assist guests with local information and any concierge needs
• Up-sell rooms where possible to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
• Working with your supervisor, make necessary adjustments to SOPs to streamline and simplify
• Foster a pleasant work environment with positive energy, lead by example
• Give arriving guests a verbal orientation of the hotel and all hotel amenities while providing information on our history, mission, specific location
• Be knowledgeable of fire and emergency procedures
• Assist in the updating/merging/completion of Guest Profiles to fill all mandatory fields
• Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting.
• Follow established key control policy
• Assist in the ongoing training and development of team members in order to increase their productivity and guest service effectiveness
• Identify strengths and weaknesses, recognize teachable moments
• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Promote teamwork and quality service through daily communications and coordination with other departments. Notify sales of any possible group and/or event inquiries/bookings.
• Answer all phone calls (internal and external) promptly and knowledgeably, always ensuring complete and accurate information.
• Build authentic rapport with all guests, recognizing repeat business
• Build a strong working relationship with counterparts at hotels within our comp set
• Perform all other duties as directed by immediate supervisor
• Process cancellations, revisions and information updates on changes within the reservations system.
• Take ownership of the front office zone to ensure the area is clean, well-organized and all materials necessary for the completion of a successful shift are easily accessible and readily available; develop organization systems with your supervisor
• Set the expectation that all internal correspondence, including shift emails, must be current, accurate and contain all pertinent pass-on information.
• Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards using the hotels reservations system
• Work alongside Guest Service Agents to ensure the accurate completion of shift checklists
• Perform duties in other departments, to include one shift in Housekeeping, as needed
• Learn to process TA Commissions, OTA Reconciliations
• Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
• Clear, open and frequent communication is crucial to ensure that hotel services are coordinated to provide the best possible guest experience.
• Monitor room availability throughout your shift, reviewing daily the selling status of the hotel

Brand: The Memphian
Address: 21 Cooper Street Memphis, TN - 38104
Property Description: The Memphian
Property Number: 7285