Front Desk Supervisor

Title: Front Desk Supervisor Status: NON-EXEMPT 

Reports to: Assistant General Manager

Position Summary: 

 The Front Desks Supervisor’s primary function is to assist the Front Office/Desk Manager with the daily operations of the front office/desk. He or she acts as a supervisor to all Front Office personnel, assist with guest complaints. Represents management in the Front Office in the absence of Front Office Manager. He or she is also responsible for safeguarding both the hotel’s guests and its assets by following all established safety and security policies and procedures. The Front Desk Supervisor is accountable for ensuring that guest interactions with Front Office personnel are handled properly, and that the experience is a pleasant one for the guest. 

Experience & Education: 

• 3 to 5 years of experience in a hotel or a related field preferred

• 3 to 5 years of supervisory experience required 

• High School diploma or equivalent required

• College course work in related field helpful

• Previous customer service experience strongly preferred.

• Ability to work with various types of equipment such as computer, Credit Card Authorization machine, projector, copier, scanner, other office equipment, telephone, two-way radio.

• Ability to work with Microsoft Office products and various other software programs.

• Valid driver’s license required. 

Requirements: 

Work Environment – Ability to work: 

• Under variable temperature conditions

• Under variable noise levels

• Indoors

• Long hours sometimes required.

Physical Requirements: 

• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects

• Ability to work under variable temperatures and noise levels

• Near Vision - The ability to see details at close range

• Ability to bend, stretch, twist or reach with your body and arms

• Must be able to stand and/or walk for lengthy periods of time

Mental Requirements:  

• Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English

• Must be able to evaluate and select among alternative courses of action quickly and accurately

• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

• Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need

• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests

• Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions 

• Multi-Lingual skills helpful

Essential Duties & Functions: 

• Approach all encounters with guests and employees in a friendly, service oriented manner

• Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel

• Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working

• Comply at all times hotel’s policies and procedures to encourage safe and efficient hotel operations

• Positively interact with hotel guests

• Check guests in and out of the hotel

• Confirm payment method at check in and obtain full payment at check out

• Log all requests and confirm completion

• Direct guests to daily functions within the hotel

• Review PMS inventory and house count for availability and rates

• Book reservations for day of arrival or future stays

• Balance and prepare individual paperwork for closing shift

• Balance bank daily (which includes counting bank before beginning a shift and after shift closes) 

• Maintain and market special guest programs

• Handle incoming/outgoing calls

• Take and deliver messages

• Be familiar with guest privacy

• Provide information about hotel

• Know emergency procedures

• Know VIP procedures

• Run copies and charge guests as needed

• Send faxes and charge as needed

• Run daily arrival report and annotate guest reservation/inform team of special requests

• Review changes in Policy and Procedure

• Distribute faxes, packages, and mail to guest services for delivery, or inform guest of receipt

• Stock and clean work space for next shift

• Prepare key check inventory

• Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.

• Assist in training of all positions within department

• Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention

• Inform workers about interests and special needs of specific groups

• Apply customer/guest feedback to service improvement efforts

• Resolve customer complaints regarding worker performance and services rendered

• Furnish guests with information on events and activities