Front Desk Supervisor - Hotel

Job Description

Job Description

Description:

The Front Desk Supervisor is responsible for assisting the Front Office Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

Responsibilities

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Complies with Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Always maintains a friendly and warm demeanor.
• Set the standard for guest relations at the Front Desk.
• Obtain all necessary information when taking room reservations.
• Monitor all V.I.P. and special guest requests.
• Review Front Office log and Trace File daily.
• Fully comprehend and execute all relevant phases of the front desk computer system.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently underway.
• Be familiar with all in-house groups.
• Be aware of all closed out and restricted dates.
• Follow and enforce all Avion Hospitality hotel credit policies.
• Be able to perform all duties of Guest Services Agent.
• Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• Maintain proper operation of the P.B.X. console and ensure that all Avion Hospitality standards are met.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel (set example for other employees, be the team leader).
• Assist the G.S.M. in ensuring that employees are following and maintaining Avion Hospitality standards (i.e., answering phones, call-backs to guests, guest request log).
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.
• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Ensure that employees are always attentive, friendly, helpful and courteous to all guests, managers and all other employees.
• Ensure the maximization of room revenue through Rooms Merchandising.
• Answer all guest inquiries in a timely and professional nature.
• Be involved in departmental meetings, planning and execution.
• Help maintain productivity levels at or above budgeted standards.
• Perform any other duty as required by management.
• Assist in training of new hires and current employees on a regular basis.
• Attend meetings as required by management.

• At least 2 to 3 years of progressive experience in a hotel or a related field required. High School diploma or equivalent required.
• College course work in related field helpful.
• Previous supervisory responsibility preferred.
• Must have a valid driver's license for the applicable state.
• Ability to convey information and ideas clearly.
• Ability to evaluate and select among alternative courses of action quickly and accurately.
• Ability to work well in stressful, high-pressure situations, including ability to handle guest objections and disputes to satisfactory results.
• Ability to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Maintains composure and objectivity under pressure.
• Effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Able to assimilate complex information, data, etc., from disparate sources and consider, adjust, or modify to meet the constraints of the need.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Ability to work with and understand financial information and data, and basic arithmetic