Front Desk Supervisor

Guest Services Agent

Are you someone who loves interacting with people? Do you enjoy talking and mingling with guests? Do you love seeing the smiles on people's faces when you provide them with an exceptional experience? Do you find satisfaction in helping others? Do you enjoy seeing your team exceed its goals and, even more so, exceeding your own expectations? Then this is your calling! Come learn the meaning of hospitality by being a part of our team. Our Guest Services Agents take pride in providing an exceptional guest experience to every guest they encounter, whether behind the Front Desk or throughout the hotel. Providing an exceptional experience means that we constantly strive to go above and beyond, do it right the first time, and exceed our guests' expectations. Does that sound like you? Then join us!

Job Requirements

• Be a champion for the hotel brand by completing all required training and certifications.
• Know your community and be able to make recommendations for entertainment, dining, shopping, attractions, and other local points of interest.
• Interact with both internal and external guests with a pleasant, professional, friendly, and approachable demeanor.
• Check in and check out guests while contributing to an overall positive experience upon arrival and departure.
• Greet, register, and assign rooms to guests in a friendly and welcoming manner.
• Issue room keys and provide escort instructions to the Bell Person or directly to the guest, as appropriate, without announcing room numbers.
• Answer inquiries pertaining to hotel services, guest registration, shopping, dining, entertainment, transportation, and travel directions.
• Maintain accurate records of room availability and guest accounts.
• Make, confirm, modify, and cancel reservations for guests.
• Compute guest bills, collect payments, and make change accurately.
• Post charges such as room, food, beverage, telephone, or other applicable charges by hand or through the hotel's designated systems, as appropriate.
• Date-stamp, sort, and rack incoming mail and messages.
• Transmit and receive messages using equipment such as telephones, fax machines, switchboards, computers, and other hotel communication systems.
• Understand and enforce hotel and company credit policies.
• Account for all cash and complete deposits in accordance with hotel and company policies.
• Make restaurant, transportation, entertainment, and other reservations for guests as needed.
• Deposit guest valuables in the hotel safe or safe-deposit box as required by hotel policy.
• Order complimentary flowers, champagne, or other amenities for special guests as requested or directed.
• Maintain a clean, organized, professional, and welcoming Front Desk and lobby area.

Front Desk Team Leadership & Coverage

• Report directly to the Front Desk Manager and work closely with the Front Desk Manager and General Manager to ensure smooth daily Front Desk operations.
• Assist in managing and supporting the Front Desk team to ensure company policies, hotel standards, brand standards, and guest-service expectations are consistently followed.
• Assist the Front Desk Manager with assigning daily duties, monitoring performance, maintaining proper Front Desk coverage, and ensuring responsibilities are completed accurately and efficiently.
• Provide guidance and support to Front Desk team members during assigned shifts and communicate operational concerns, guest issues, staffing concerns, or other matters to the Front Desk Manager.
• In the absence of the Front Desk Manager or Supervisor, assume appropriate lead responsibilities as assigned and help ensure uninterrupted Front Desk operations.
• Assist with training and coaching new and existing Front Desk team members regarding hotel procedures, guest service, reservations, cash handling, systems, safety, and company policies.
• Help maintain appropriate staffing and Front Desk coverage based on occupancy, arrivals, departures, business levels, and operational needs.
• Be willing and able to assist with necessary Front Desk shift coverage when an employee calls out, fails to report for a scheduled shift, or is otherwise unexpectedly unavailable, in accordance with company policy and applicable scheduling requirements.
• When a Front Desk employee is a no-show, promptly communicate the situation to the Front Desk Manager or General Manager and assist with maintaining adequate coverage for the affected shift.
• When reasonably required by operational needs, step in and perform Front Desk duties to ensure guests continue to receive uninterrupted service.
• Assist with shift handoffs and ensure important guest information, staffing concerns, pending tasks, and operational issues are properly communicated to the next shift and Front Desk Manager.
• Promote teamwork, accountability, professionalism, punctuality, and a positive work environment among Front Desk team members.
• Other duties as assigned by the Front Desk Manager or General Manager.

Necessary Skills

• Exceptional interpersonal and customer-service skills.
• Ability to effectively communicate with staff and guests of varied cultural and ethnic backgrounds.
• Knowledge of local events, attractions, restaurants, shopping, and points of interest to provide specialized knowledge and appropriate recommendations to guests.
• Willingness and ability to multitask and adapt as daily functions change from one objective to another based on business demands.
• Strong organizational skills and attention to detail.
• Ability to work independently while also functioning effectively as part of a team.
• Ability to provide leadership, direction, and support to Front Desk team members when assigned.
• Ability to remain calm, professional, and solution-oriented when handling guest concerns, staffing issues, or unexpected operational situations.
• Focus on exceptional guest satisfaction and the ability to demonstrate this commitment through positive interactions with guests and team members.
• Must be able to communicate effectively in both verbal and written form.
• Must be flexible with scheduling and able to assist with operational coverage when business needs require.

Physical Requirements

• Must be able to stand for extended periods of time.
• Must be able to climb stairs.
• Must be able to thrive in a fast-paced environment.
• Must be able to use a ladder and step stool.
• Must be able to lift up to 10 pounds frequently and 25 pounds periodically.
• Must be able to pull up to 25 pounds occasionally.
• Must have visual acuity to distinguish between objects both near and far, with or without corrective lenses.
• Must have sufficient manual dexterity and knowledge to interact with a switchboard, computer keyboard, telephone, and other Front Desk equipment.

Equal Employment Opportunity 24-7 Hotel Management provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Our Culture 24-7 Hotel Management is a local company in the hospitality industry that maximizes our profit potential through training, support, and by creating a dynamic culture for our quality personnel. We empower our team members to execute their duties in a manner that ensures our Guests Come First as they are the closest to our guests. We sustain exceptional guest satisfaction by aggressively pursuing attention to detail, adding the "WOW" factor to every guest contact, and making Teamwork central to every endeavor. Our company challenges every associate to strive for excellence through high performance and loyalty to our guests and our organization, with an unwillingness to lower our standards or accept second-best efforts from our personnel. 24-7 Hotel Management promotes innovation, initiative, creativity, and continuously strives to improve ourselves.

Benefits 24-7 Hotel Management offers:

• A safe and stable work environment.
• An open-door management policy.
• Paid vacation.
• Paid training.
• Supplemental health, vision, dental, and life insurance.
• Discounted room nights when traveling within our family of hotels.

Compensation: $14.00 - $18.00 per hour