Front Desk Supervisor

JOB OVERVIEW:

Provide timely and professional check-in/check-out services in accordance with established scripting and standards.

.DUTIES & RESPONSIBILITIES: ? Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc. ? Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues. ? Up-sell rooms where possible to maximize hotel revenue. ? Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank. ? Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys. ? Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction. ? Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. ? Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines. ? Promote teamwork and quality service through daily communication and coordination with other departments. ? Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

Qualifications and Requirements:

High School diploma or equivalent, plus one year front office/guest relations experience including some supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:
? Frequently standing up behind the desk and front office areas
? Carrying or lifting items weighing up to 50 pounds
? Handling objects, products and computer equipment
? Use a keyboard to operate various property management and reservations systems, etc.

Other:
? Communication skills are utilized a significant amount of time when interacting with guests and employees.
? Reading and writing abilities are utilized often.
? Basic math skills are used frequently.
? Problem solving, reasoning, motivating and training abilities are often used.
? May be required to work nights, weekends, and/or holidays.

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