Front Desk Supervisor

Job Description

Job Description

The Front Desk Supervisor manages the reception area, leads the front desk team, ensures excellent guest service, handles check-ins/check-outs, resolves issues, maintains operational standards, and acts as manager on duty in the absence of the reporting manager. Must be available to work weekends and holidays.

$18.50 hourly

• Maintain a strong presence at the Front Desk, being visible and accessible to our guests and associates.
• Supervise the work of the Front Office team, ensure the required work is completed properly and in a timely manner.
• Provide feedback in real time to the Front Desk team as continued coaching and counseling.
• Always ensure outstanding customer care.
• Maintain a friendly, cheerful, and courteous demeanor.
• Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy, and revenue.
• Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.
• Adhere to company credit limit/floor limit policies.
• Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.
• Build strong relationships and liaise with all other departments.
• Operate the PBX equipment, including assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests.
• Controls cash transactions at the front desk and maintains complete responsibility for the personal bank as specified by the hotel bank agreement policy.
• Perform other duties as assigned, requested, or deemed necessary by management.
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Take responsibility in the absence of any desk agent.
• Other duties as assigned by management.

• Excellent communication skills, both written and verbal.
• Ability to use a moderately complex computer system.
• Ability to work as part of a team and be a self-starter.
• Ability to multitask and remain collected under pressure.
• Desire to provide excellent service to each guest regardless of the situation.

EDUCATION AND EXPERIENCE REQUIRED:

• At least two (2) years’ experience at a full-service hotel in rooms division, with at least one (1) year in a supervisory role, is required.
• Knowledge of Microsoft Office Suite and hotel property management systems, namely Opera, is preferred.
• Holding the Certified Hospitality Supervisor (CHS) designation from the American Hotel and Lodging Association is preferred.

PHYSICAL REQUIREMENTS:

• Ability to stand or sit for extended periods of time.
• Ability to lift up to thirty (30) pounds.

The Eden Resort & Suites offers a collection of unique and upscale guest rooms and suites, unsurpassed on-site recreational facilities, and an exceptional staff ready to meet guests' needs. With a 50+ year foundation as a premier destination in Lancaster, the Eden Resort is expanding its service offerings and looking for individuals to join our team.

At the Eden Resort, our core values are at the heart of all that we do and are key to our enduring success. Eden Resort team members are deeply committed to caring for every individual who crosses their path , be it a guest or fellow team member. Our dedication to caring for others is expressed by team members' generosity with their time and efforts , the pursuit of excellence in their craft , and a spirit of ownership .

BENEFITS:

• Employee discount
• Employee assistance program
• (PTO, medical, dental, vision, life insurance benefits dependent on full-time status)