Front Desk Supervisor

The Front Desk Supervisor is responsible for the smooth operation of the front office and for ensuring that all standard operating procedures pertaining to the front desk are followed. Assists in coordinating the activities of workers in guest registration, bell services, Navigator, valet services, telephone services, and night audit to ensure the highest guest satisfaction and maximize hotel profitability. Education & Experience High School diploma or GED certification required. Associates Degree preferred. 2+ Years in a supervisory role. College work in related field helpful. Guest service experience in hospitality environment required. Valid state driver’s license from applicable state and MVR in good standing. Physical Demands Long hours sometimes required, including nights, weekends and holidays. Light work-May exert up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift. Required Competencies Must be able to convey information and ideas clearly. Must work well in stressful, high-pressure situations. Must be able to quickly and accurately evaluate and select among alternative courses of action. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. Must be effective at listening to, understanding, and clarifying concerns and issues raised by team members and guests. Must have the ability to assimilate complex information, data, etc., from various sources and consider, adjust or modify to meet the constraints of the particular situation. Must be able to prioritize departmental functions to meet due dates and deadlines. Must be able to work with and understand financial information, data, and basic arithmetic function. Responsibilities Approach all encounters with guests and team members in a friendly, service-oriented manner. Maintain regular attendance in compliance with company standards, as required by scheduling, which will vary according to the needs of the hotel. Maintain high standards of personal appearance and grooming, which includes proper dress and a correct nametag when working. Comply at all times with company standards and regulations to encourage safe and efficient hotel operations. Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team member. Assist in the training and supervision of all Guest Services employees; coach and counsel employees regarding career and personal developments; and conduct performance evaluations and provide feedback to employees, on a regular basis. Oversee and participate in guest registration to ensure Guest Satisfaction. Assist in scheduling staff according to labor standards and forecasts occupancy; assign daily work tasks to employees; and monitor labor costs and productivity to stay within departmental goals. Ensure adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established. Respond quickly to guest requests or complaints in a friendly manner and ensure appropriate action is taken. Follow up to ensure guest satisfaction and proper documentation. Follow company policies and procedures and effectively communicate them to subordinates. Aggressively recruit and staff department using company hiring standards (i.e. behavioral questioning, reference checks, evaluation and team interviews). Conduct training classes regarding safety, security, departmental procedures and service guidelines. Manager on Duty. Establish and maintain attentive, friendly courteous and efficient hospitality at the Front Desk. Maintain efficiency in the operation of the staff in a high standard or quality of service and courtesy, bringing total satisfaction to guests and the hotel. Have a thorough knowledge of the hotel fire and safety regulations and policies, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all guest service employees are properly trained in these procedures. Confirm credit and payment method at check in and full payment at check out. Provide list of “due outs” to Housekeeping on a consistent basis. Maintain close control and inventory of uniforms and equipment on hand. Ensure lobby is kept clean at all times. Ensure a workable checkroom system for luggage that protects the hotel and guest from loss or damage and that check in and check-out procedures are being maintained. Prepare and post weekly schedules in a timely manner and in accordance to guest needs and staff availability. Conduct frequent inspections to ensure that staff is meeting all company dress codes and personnel appearance standards (uniforms cleaned and pressed, shoes shined, correct name tag, hair, and facial hair are neat and trimmed, etc.). Maintain a complete and accurate set of logs (pass-on, hold valet, hotel vehicle, etc.). Ensure that staff is reporting gratuities and off-floor time in accordance with established policies in a timely manner. Ensure that all hotel vehicles are in good repair, cleaned, and serviced regularly in accordance with vehicle control guidelines. Ensure that all staff equipment is maintained in proper working conditions. Maintain a good working relationship between the staff and other departments. Determine the requirements for and the follow-ups on special groups or VIPs. Prepare and submit accident or injury reports when needed in a timely manner. Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, etc. Stay informed concerning anticipated volume of guest’s arrivals and departures. Maintain proper key control Procedures. Balance bank daily. Perform other duties as requested by management. Attend meetings/training as required by management. E.O.E. #J-18808-Ljbffr