Supervisor Front Desk

Job Overview Supervises front office staff ensuring an efficient operation producing excellent results for our customers. Responds in a professional and courteous manner to arriving, departing and in‑house guests by providing accurate and timely information and services. Responds to telephone and in‑person inquiries regarding reservations, hotel information and guest concerns. Responsibilities Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Complete established check‑in procedures for arriving guests and facilitate guest departure to close the guest account and make the room available for the next guest. Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check‑out and maintain accurate hotel records. Courteously and accurately answer inquiries from potential guests and accept hotel reservations. Use suggestive selling techniques to sell room nights, increase occupancy and revenue. Maintain good customer relations by keeping abreast of all in‑house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone. Operate the PBX equipment, including assisting outgoing calls, scheduling and setting wake‑up calls, and paging guests. Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy. Maintain a friendly, cheerful and courteous demeanor at all times. Perform other duties as assigned, requested or deemed necessary by management. Qualifications Education/Formal Training: High school education or equivalent experience. Experience: 1 or more full years employment experience in a related position with this company or other organization(s). Knowledge/Skills: Understanding of all hotel front office procedures. High school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems. Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Knowledge of company/hotel policies and procedures and ability to determine course of action based on these guidelines. Supervision/management skills. Ability to communicate information and hotel services to management and guests. Second language may be required. Ability to operate computer, calculator and telephone keyboards for cash handling and paperwork processing. Physical Demands Ability to communicate in person and on telephone frequently. Ability to read written communiqués, analyzing reports and seeing monochrome computer screen. Excellent speech communication skills required for continual interaction with guests. Frequent use of phone. Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence. Continuous standing 90% of time – communicating with guests. No climbing required. No driving required. Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited. Continuous standing – 80% of shift. Environment Prolonged standing at indoor, thermostatically climate‑controlled work station under fluorescent lighting. Work inside 95%. Benefits Medical, dental, and vision insurance Health savings and flexible spending accounts Basic life and AD&D insurance Paid time off for vacation, sick time, and holidays Eligibility to participate in the company’s 401(k) program with employer matching Employee Assistance Program Tuition reimbursement Great discounts on Hotels, Restaurants, and much more Eligibility to participate in the Employee Referral Bonus Program. Up to $500 per referral. Salary USD $21.00 – USD $21.00 per hour. EOE: Protected Veterans/Disability #J-18808-Ljbffr Sage Restaurant Group