Job Title Front Desk Supervisor
Category Computer User Support Specialists
The Front Desk Supervisor primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Provides technical support to the front desk and housekeeping staff when needed.
Essential Functions of the Front Desk Supervisor:
Greet guests immediately with a friendly, sincere welcome. Use a positive, clear speaking voice, listen to guest requests and respond with the appropriate action. Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities. Maintain cash bank per accounting guidelines. Comply with all accounting procedures. Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to the front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions. Adhere to safety, security, and emergency procedures, react appropriately during emergency situations and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest-related information, and conduct a weekly inventory of guest room keys. Understand and operate front office telephone, computer systems, and equipment such as ten-key adding machines, facsimile machines, etc. Promptly complete the registration process, input and retrieve information from the computer, confirming pertinent information including the number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, Provide key folder containing guest room key, certificate, and coupons as appropriate. Closeout guest accounts at the time of check out. Properly file and retrieve registration cards. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check, and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures. Promptly answer the telephone using a positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages, and facsimiles for guests. Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.
In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.
Assist concierge in handling mail and facsimiles and providing guests with information regarding hotel facilities and local attractions. Book reservations for those guests who approach the Front Desk.
The Front Desk Supervisor is to embrace hotel culture by:
Help create an energized environment as a participating member of the TM Hospitality staff. Embrace the element culture striving to exceed guest expectations at every opportunity. Be the pulse of the building in the know and managing it all Be a self-starter always motivated to be their best Take pride in the overall look and feel of the hotel assuring cleanliness andconditions are at their peak at all times Never walk past a pillow out of place or a piece of paper on the ground and insteadtake the time to make it right Contribute to a fun, energized, and comfortable working environment Build strong relationships with peers and coworkers to facilitate communication andefficient operation of the hotel Illustrate professionalism through positive attitude, spirit, and leading by example Drive product quality and operate as the “best in class” in their role Anticipate customer needs with the ability to change goals and direction quickly Must possess basic computer knowledge/skills General knowledge of the city and attractions to answer guest inquiries Must be able to work flexible shifts including weekends, nights, and holidays
Required Education & Experience
High school or equivalent education required 1-2 years in customer service providing exceptional customer satisfaction Must be able to speak, write, read and understand the primary language(s) used in theworkplace to communicate with guests, associates, and supervisors
Leadership skills Time management Multi-tasking Works well under pressure Team player Customer Service Experience for at least one year Must have excellent interpersonal skills when dealing with guests, associates, and the general public Must have knowledge of local area attractions and entertainment. Must be able to work independently, PC proficient, be extremely customer service orientated, and have multi-tasking skills. Must be able to interact with a wide range of people.
Position Type/Expected Hours of Work
This is a full-time position. The schedule will be based on rotating shifts. Weekends, nights, and holidays are likely to be scheduled for work. Front Desk Supervisor must be able to work schedule based on business demands, including but not limited to weekends, holidays, nights, and so forth
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical demands continued:
This is a job position that spends most if not all of the time standing up at the front desk reception.
The front desk agent should be able to:
Stand for long periods of time Ability to bend, stand, reach, stoop, kneel, walk, push, pull, manual dexterity. Ability to lift up to 25 lbs.
Work Authorization/Security Clearance
Provide proper information / documentation
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice