Front Desk Supervisor

Job Description

Job Description

Who we are:

We love what we do and what we do is important! We believe that everyone should leave feeling better - this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new, or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No-one is more important than anyone else, and unless we are in it together, we can't create that special experience for our guests.

Your mission:

Should you decide to accept it...

We want someone who thinks outside the box. Our Belief Statement starts with “We love what we do and what we do is important.” Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service. We achieve that magical environment by assisting our guests with their check-in & check-out process while engaging them with our personalized service. Enthusiastically using our talents to sell our experience to our guests. Greeting each and every guest with an authentic and warm approach. Making sure the night audit system process is run successfully and proper reports are distributed. Being fully informed of hotel & city events to be a source of information for our guests. Using tact and creativity to handle each guest concern to make sure everyone leaves our hotel feeling better. Acting as the point person for guests and staff overnight.

The Nitty-Gritty:

What exactly you will be doing...

In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your manager not listed below in the constant quest to provide “out of this world” customer service experience for our guests:

• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
• Maintain the Virgin “Tone of Voice,” Culture & level of standards set forth by the management team.
• Maintain complete knowledge of the following at all times:

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  • Hotel features/services, hours of operation.

  • All room types, numbers, layout, décor, appointments & location.

  • All room rates, special packages and promotions.

  • Daily house count and expected arrivals/departures.

  • Room availability status for any given day.

  • Scheduled daily group activities.

• Use excellent communication skills with guests, staff including verbal, written and body language.

• Learn and retain knowledge of all front office technical systems (HMS, Guestware, GoConcierge, etc).
• Assist and process check-in & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad).
• Assist with YES! Department and handle phone calls & room service orders. Monitor Room Service orders to ensure proper timeliness and accuracy.
• Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures.
• Adhere to the following cashiering procedures:

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  • Process allowances

  • Make change for guests

  • Post charges

  • Settle Room accounts

  • Run closing reports

  • Count bank at end of shift

  • Complete designated cashier reports

  • Drop Receipts

  • Secure Bank

• Maintain a clean, hygienic and organized work environment. Set up work station with necessary supplies.

• Obtain an assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Be able to communicate timely and in a responsive manner via digital device.
• Ensure all guests questions & requests are completed & followed up on while executing fabulous guest service.
• Ensure all of the overnight staff have a clear and complete understanding of the safety and security procedures.
• Conduct multiple walk-throughs of the building to ensure areas are free of safety/security concerns.

• Supervise and communicate with all overnight staff. Ensure staff are upholding policies & procedures and are posted in the correct areas.
• Be the point of contact for the hotel on the overnight shift. Handle all crisis situations effectively and according to policy.
• Ensure that all incidents are tracked with incident reports. Communicate with effected guests and management team to ensure all are aware.
• Ensure all of the night audit procedures are completed in a timely manner.
• Be creative and think outside the box to create memorable experiences for our guests.

• Ensure smooth operation in the lobby with activity from Cerise, Commons Club, Miss Ricky’s and other special events. Be informed of events & procedures at all times.
• Maintain effective communication with Cerise and assist when needed. Handle any guest/patron concerns.
• Work well on a team or independently while being accountable for work performed. Hold staff accountable for their work as well.
• Take, record and relay messages accurately, completely and legibly.
• Complete all items on the shift checklist.

• Adhere to security procedures to ensure our guest’s safety.
• Handle all issues and concerns on the overnight shift and keep proper documentation of all important events.
• Be a team player!
• Flexibility to work different shifts, including on the weekends, holidays and nights.
• Report to designated shift in assigned attire on time (if applicable)

• Highly organized, anticipating needs and over delivering wherever possible.
• Must be enthusiastic, passionate and possess a wicked sense of humor! No wallflowers permitted!

What qualities are we looking for?

You’ve got skills? If you can perform the following, then you have come to the right place...

• Ability to think outside the box and approach all issues with a completely fresh approach
• Ability to anticipate needs and over deliver wherever possible

• Candidates must think on their feet and use their initiative to solve problems and deliver solutions
• Excellent customer relations, communication, presentation and organization skills of utmost importance
• Able to change direction and work on multiple project aspects at once
• Enthusiastic, passionate, able to enthuse and motivate others
• Understand guest inquiries and provide clear, concise responses.

• Work with others like a rock star, while constantly advocating for your guests.
• Communicate clearly in verbal and written English.
• Work cohesively with other departments and co-workers as part of a team.
• Focus attention on details.
• Maintain confidentiality of all guests and hotel information.

• Maintain a neat, clean and well-groomed appearance per hotel standards.
• Bend, squat and stretch in areas of limited space to perform cleaning, organization and other duties.
• Adhere to hotel policies including but not limited to attendance, safety, behavior.

Background must-have:

• Current, legal and unrestricted ability to work in the United States
• High school or equivalent education required.
• Bachelor’s degree preferred
• 2-3 years of front office agent experience or similar customer service supervisor expereience

• Ability to compute accurate mathematical calculations.
• Ability to clearly and pleasantly communicate in English with guests, management/co-workers, both in person and on the telephone.
• Proficient in MS Word, Excel, PowerPoint