Front Desk Supervisor

Raines Co. - Your Future is Now!

Position Summary: The Front Desk Supervisor assists and guides the front office staff through their daily duties and responsibilities.

Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners and within the communities where we operate.

We offer comprehensive Medical/Dental/Vision benefits, 401K, a generous PTO program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.

Essential Job Functions

• Ensures outstanding customer care at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service
• 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
• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Adheres to company credit limit policies
• Allocates rooms to expected arrivals after checking the guests preferences and special requests
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
• 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
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank
• Participates in setting yield management strategies, marketing programs and rates
• Performs other duties as assigned, requested or deemed necessary by management
• Ensures Front desk log (book or system) is always updated and acted upon
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
• Assists all departments in servicing the guests especially during high volume periods
• Takes responsibility in the absence of the Front Office Manager/Assistant General Manager
• Produces hotel front desk schedules
• Participates in the budget and forecast reporting
• Ensures time and attendance policies and payroll are accurately reflected
• Attends meetings as required
• Ensures front desk supplies are stocked and computer equipment functioning properly

Experience and Education:

Front Desk Agent, customer service representative, or similar guest-facing experience

Prior supervisory experience in the hospitality industry preferred

Experience with brand or property specific PMS

M3, Efficenter, Quore, PBX and other hotel related systems

Proficient in Microsoft 365 or similar computer applications

Minimum High school diploma, GED or equivalent

Raines is proud to be an Equal Opportunity Employer

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre-employment background check required.

EEO/D/V