Front Desk Supervisor Jobs

Located in Danbury, Connecticut, the Ethan Allen Hotel is a refined, yet extraordinarily casual hotel devoted to the Ethan Allen Furniture Company’s aesthetic of simple, livable luxury. In every facet, the hotel’s social areas and 200 rooms and suites showcase the legendary craftsmanship and interiors that define the Ethan Allen lifestyle, offering an experience of exceptional comfort and courtesy, ease and elegance, and sophistication and style. Located 90 minutes from NYC, business or leisure guests enjoy world-class amenities and services catering to every need, including courtesy transportation, a 24-hour fitness center and an outdoor pool with poolside dining. Our award-winning 21 Lake Restaurant & Bar serves fresh, locally inspired cuisine, and the restaurant’s bright solarium provides the ideal venue for enjoying a sunset cocktail or breakfast and coffee on a warm summer morning.

Essential Duties and Responsibilities:

• Make and confirm reservations over the phone and those submitted online
• Be informed of all events taking place at the hotel on a daily basis
• Follow up on guest history, group block pick-ups and cut off dates. Assist in the training, development and direction of the Hotel Front Desk.
• Answer questions for guests both at the front desk and over the phone
• Keep log of all maintenance problems and inform house person of said problems
• Attend all department meetings
• Responsible for handling department banks
• Handle all lost and found inquiries efficiently and professionally, following proper guidelines
• Review accounts and charges with guests during the check out process
• Verify and update room rates
• Answer the phone and operate the telephone switchboard
• Posting bills and charges to the accounts of small groups
• Professionally handle guest complaints, solving problems, and follow up using EA service culture standards, apologize and empathize with guests when responding complaints
• Issue room keys and help guest get all of their luggage to their rooms
• Contact housekeeping or maintenance staff when guests report problems
• Keep records of room availability and guests' accounts using the specified computer system Opera
• Maintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished and maintained
• Review the reservation transaction reports daily
• Make recommendations to management regarding development, training and corrective action of team members.
• Date-stamp, sort, and rack incoming mail and messages
• Record guest comments or complaints, referring customers to managers as necessary
• Receive and expedite all guest messages, faxes, packages and mail received
• Keep in contact with housekeeping to keep accurate records of room status
• Directly supervises front office and guest services teams and manages the front office team in Front Office managers’ absence
• Devise packages and other deals for the upcoming periods
• Inventory of essential items and supplies of the front desk to include key cards, envelopes, petty cash slips, etc.
• Have a thorough working knowledge of hotel property management system, Opera Verify customers' credit, and establish how the customer will pay for their bill
• Recording and setting wake up calls
• Yield Management implementation to include assisting with yield control and pricing structure set forth with front office manager
• Make special deliveries to guest rooms with gift baskets, champagne, and other special ordered food and beverage items
• Compute bills and collect payments from guests
• Gift Shop maintenance and ordering of supplies. Making sure the gift shop is always kept well stocked and with the core items needed for purchase by the guests.
• Know all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency situation
• Greet and welcome all guests in a professional and hospitable manner
• Register guests and assign them a guest room
• Responsible for emergency response and evacuation according to company emergency procedures manual
• Responsible for safekeeping and issuance of keys
• Have full knowledge of all parking options and charges, always offering luggage assistance
• Working knowledge of all rates, packages, and booking restrictions
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions
• Deposit guests' valuables in hotel safes or safe-deposit boxes
• Monitor guest accounts and post charges
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning