Front Desk Supervisor at Executive Inn & Suites / Best Western Plus Bayside Hotel

Job Description

Job Description

Executive Inn & Suites in Oakland, CA is looking for one front desk supervisor to join our 23 person strong team. We are located on 1755 Embarcadero. Our ideal candidate is self-driven, motivated, and engaged.

Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service representatives in details of work. Observe performance and encourage improvement.
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash make change and balance an assigned house bank. Accept and record vouchers, traveler checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and identifying the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Perform other related duties as assigned.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to stand, walk and continuously perform behind the front desk.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to analyze and make judgments.

Qualifications

• Minimum 2 years of supervisor experience.
• Previous Front Desk, Reservation and or hospitality experience preferred.

We are looking forward to hearing from you.

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