Front Desk Supervisor

Description

• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
• Assists all departments in servicing the guests especially during high volume periods
• Allocates rooms to expected arrivals after checking the guests preferences and special requests
• Adheres to company credit limit policies
• Trains and directs the workflow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
• Ensures Outstanding customer care at all times
• Participates in the budget and forecast reporting
• Cross checks all billing instructions to ensure they are correctly updated
• Handles group arrivals and market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Takes responsibility in the absence of the Front Office Manager/Assistant General Manager
• Ensures time and attendance policies and payroll are accurately reflected
• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Ensures front desk supplies are stocked and computer equipment functioning properly
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Produces hotel front desk schedules
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank
• Attends meetings as required
• Participates in setting yield management strategies, marketing programs and rates
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures Front desk log (book or system) is always updated and acted upon

Requirements

• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance