Front Desk Supervisor

Front Desk Supervisor

POSITION SUMMARY:

Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.

Also ensures hotel charges are diligently processed to guest's accounts, invoices are accurate, billing instructions are verified, and all necessary supporting bills and vouchers are attached for direct settlements.

DUTIES AND RESPONSIBILITIES:

• Ensure outstanding customer service at all times.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Courteously and accurately answers inquiries from potential guests and accept hotel reservations.
• Proficiency in the use of POS and PMS systems.
• Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• 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.
• 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 department's especially housekeeping and engineering.
• Operate the PBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb).
• Cross-check all billing instructions to ensure that they are correctly updated.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Ensure all team members are in proper uniform.
• Ensure all front desk staff are attentive utilizing the "10-5" rule, friendly, helpful and courteous to other team members and guests, coaching team members as needed.
• Have knowledge of, understand and execute all emergency procedures to be prepared in the event of any type of emergency.
• Attend regularly scheduled meetings for front desk personnel.
• Follow all hotel safety policies, procedures & standards.
• Performs other duties as assigned, requested by management.
• Ensure Front Office log book is always updated and actioned upon.
• Ensure safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Participate in hotel committees and task force assignments.
• Assist all departments in servicing the guests during high volume periods.
• Take responsibility in the absence of the Front Desk/Front Office Manager or the Manager on Duty.
• Maintain alcohol certification.
• Assist in stocking & cleaning the Welcome Cabana.
• Assist in stocking & maintaining the Provisions retail area, including cleaning, stocking, inventory, and sales.
• Assist in the ordering and receiving of product for Provisions. (Yellow Dog/Agilysys)

PREREQUISITES:

• Must be willing to work days, nights, holidays and weekends.
• Must be knowledgeable of the property and surrounding areas, for guest requests
• Friendly, outgoing personality and professional appearance required.
• Physical stamina and mobility including ability to reach, kneel and bend with ability to lift, push, and pull up to 50 pounds.
• Strong verbal communication skills required with an understanding and ability to work in a multi-cultural environment.
• Must be able to work at a high volume and handle stress in a positive way.
• Must be able to assist guests with complaints.
• Ability to work independently with little or no supervision.