Front Desk Supervisor

Job Location: 511 – West Palm Beach Canopy – West Palm Beach, FL 33401 Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel. Job Summary Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered. Essential Job Functions Communicate effectively both verbally and in writing to provide clear direction to staff; assign and instruct front desk clerks; observe performance and encourage improvement. Greets guests immediately with a friendly and sincere welcome; uses a positive and clear speaking voice; listens to and understands requests; responds with appropriate actions and provides accurate information such as outlet hours and local attractions. Promptly complete registration process by inputting and retrieving information from a computer system; confirm pertinent information including number of guests and room rates; make appropriate selection of rooms based on guest needs; code electronic keys; nonverbally confirm the room number and rate; provide welcome folders containing room keys, certificates, and coupons as appropriate; close out guest accounts at time of check out; negotiate compromise in the event of dissatisfaction, which may include authorizing revenue allowance; require standing and continual mobility throughout front office area. Verify and imprint credit cards for authorization using electronic acceptance methods; handle cash, make changes and balance as assigned house bank; accept and record vouchers, travelers’ checks, and other forms of payment; perform accurate, moderately complex arithmetic using a calculator; post charges to guest rooms and house accounts using the computer. Promptly answer the telephone using a positive and clear English language; input messages into the computer; retrieve messages and communicate the content to the guest; retrieve mail, small packages and facsimiles for customers as requested. Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees; resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions; make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations; authorize revenue allowances to remedy problems only after other alternative solutions have been offered. Manage third party internet billing and arrivals; prepare group arrivals; prepare pre-arrival packets as requested/required; anticipate flow of arrivals and take necessary steps to ensure smooth check in/out. Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel; ensure compliance with all brand standards; coordinate and track successful completion of training on PMS system. Monitor and track time and attendance of associates; reinforce attendance policy with staff; recommend progressive discipline procedures for associates who are not in compliance with standard. Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey; work with other supervisory and management staff to address all areas to ensure a consistent quality work environment. Be familiar and able to perform duties on all shifts, including Night Audit and PBX. Serve as Manager on Duty (MOD) in the absence of Front Office Manager. Turn in all lost and found items and all guest room keys. Adhere to all company policies and procedures. Follow safety and security procedures and rules; know department fire prevention and emergency procedures; utilize protective equipment; report unsafe conditions, accidents, injuries, near‑misses, property damage or loss to management; provide for a safe work environment by following all safety and security procedures and rules. Ensure all team members maintain a neat, clean and well‑groomed appearance as outlined in the team member handbook. Assist other Front Desk Personnel as needed. Perform any related duties as requested by management. Qualifications Any combination of education and experience equivalent to or better than a high school graduation; high school diploma preferred. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts. Two years combined prior front desk and supervisor experience. Considerable skill in the use of a calculator and ability to prepare moderately complex mathematical calculations without error. Ability to read, listen, and communicate effectively in English, both verbally and in writing. Ability to access and accurately input information using a moderately complex computer system. Hearing and visual ability to observe and detect signs of emergency situations. Physical Demands Ability to stand and move throughout front office; stand 95% of shift; lift up to 25 pounds maximum; occasional twisting, bending, stooping, reaching, standing, walking. Frequent talking, hearing, seeing and smiling. Benefits 401(k) Disability insurance Employee assistance program Health insurance Life insurance Paid time off Room discounts Employee food and beverage discounts EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. #J-18808-Ljbffr Driftwood Hospitality Management