Front Desk Supervisor

The Front Desk Supervisor is responsible for overseeing daily hotel front desk operations. As the supervisor, it is the objective to achieve goals for revenue and profit, while maintaining standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection; provide leadership, training, direction, and support to hotel employees.

MINIMUM EDUCATION:

• High School Diploma or equivalent.

MINIMUM EXPERIENCE:

• 1-2 years in a hotel supervisory role.

PHYSICAL REQUIREMENTS:

• Must be able to sit or stand for long periods at a time.
• May be required to do light lifting or carrying.
• Capable of working in a fast paced environment and in stressful situations.
• Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner.
• May be required to walk and/or stand for long periods of time.
• Must be flexible in work hours/days.
• Must be available to work extended hours, nights and weekends.

General Requirements:

• Must have knowledge of a variety of computer software applications in word processing and spreadsheets. Word, Excel, Power Point and Access.
• Must have effective oral and written communication skills.
• Must have good analytical skills and decision-making ability.
• Must be able to work independently and multi-task, prioritizing as appropriate.

Fundamental Requirements

• Train front desk staff to successfully perform their task.
• Coach company's policies and procedures.

Guest Satisfaction:

• Train staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
• Train staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received. Personally handle difficult situations involving upset guests. Attempt to resolve all issues of poor guest service before guests leave the property.
• Personally respond to guest complaint letters and comment cards in accordance with company standards.

Employee Satisfaction:

• Provide leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest.
• Handle check in and check out of hotel guests.
• Respond to guest requests.
• Follow room inventory and monetary controls.
• Ensure all operations and cash handling are done per policies and procedures.
• Maintain excellent communication with the housekeeping department.
• Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas.
• Analyze, investigate, and resolve guest complaints.