Front Desk Supervisor

Job Details

Job Location: Double Tree by Hilton Worthington - Columbus, OH 43235

Position Type: Full Time

Education Level: High School

Job Shift: First/Day Second/Afternoon Third/Night

Job Category: Hospitality - Hotel

BASIC PURPOSE

Supervise the desk clerks to ensure completion of essential duties necessary for an efficient Front Desk operations.

ESSENTIAL FUNCTIONS

• Handle guest check-ins and check-outs efficiently and in a friendly and professional manner. (45%)
• Supervise desk clerks and work load during shift. Complete shift check-lists as specified. (20%)
• Run accurate room status reports in a timely manner and relay necessary information to affected department and individuals. (5%)
• Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to affected departments and individuals. (5%)
• Print cashier report and verify balances. Verify all banks and deposits accordingly. (5%)
• Monitor key control to maintain hotel security. (5%)
• Respond to guest questions regarding the hotel. Know the layout of the hotel including all suites, parlors, meeting rooms and all outlets’ location and hours of operations. (5%)

NON-ESSENTIAL FUNCTIONS

• Maintain good working relationships and open lines of communication with all other departments.
• Train, cross-train, and re-train (when necessary) all Front Desk Personnel.
• Assist Front Desk and/or Front Office Manager when necessary.

QUALIFICATIONS

• Education: High school education or equivalent experience.
• Experience: 1-2 years supervisory experience in a hotel or other customer relations position.
• Skills and Abilities:
  • Type a minimum of 35 wpm. IBM data entry experience desirable.
  • Ability to communicate in English. Second language desirable.
  • Ability to achieve positive guest relations and maximize guest satisfaction.
  • Ability to handle cash and credit transactions.
  • Ability to enforce all company rules and SOPs.
  • Supervisory skills.
• Number of employees supervised: Three to four employees.

OTHER REQUIREMENTS

• Travel Required: None
• Hours Required: 6:30 a.m. - 3:00 p.m. or 2:30 p.m. - 11:00 p.m. or as assigned; scheduled days and times may vary based on need.

PHYSICAL REQUIREMENTS

• No lifting/pushing/pulling/carrying required.
• No bending/kneeling required.
• Mobility: Move to copier and computer room to run reports and make copies. (30-50 ft) 10% of 8 hours shift.
• Continuous standing: Primarily a stationary position at the desk. Standing 90% of an 8 hours shift.
• No climbing stairs required.
• No driving required.
• Work environment inside: 100% of 8 hour shift.
• Hearing: Moderate; ability to communicate with guests and staff.
• Vision: Critical; key control, cashiering, run and verify reports, etc.
• Speech: Moderate; ability to handle guest relations and supervise staff.
• Literacy: Critical; ability to run and verify reports. Cashiering duties.
• Protective Clothing: None required.
• Equipment Operation: PMS system 80% of time; copier 5%; fax machine 5%; printer 5%; switchboard 5%.