Front Desk Supervisor

Job Description

Job Description

JOB OVERVIEW:

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.

DUTIES AND RESPONSIBILITIES:

• Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc. 
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys.
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
• Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Perform other duties assigned which may include guest room tours, concierge services, special guest requests, 
• Oversee Rooms Controller responsibilities on a biweekly basis.
  
  
  

Qualifications and Requirements:

High School diploma or equivalent, plus one-year front desk/guest service experience. Some college preferred. Must speak and write fluently in English. Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas 
• Carrying or lifting items weighing up to 50 pounds 
• Handling objects, products and computer equipment 
• Use a keyboard to operate various property management and reservations systems, etc.
  

Essential:

• Communication skills are utilized a significant amount of time when interacting with guests and employees. 
• Reading and writing abilities are utilized often.
  Basic math skills are used frequently. 
• Problem solving, reasoning, motivating and training abilities are often used. 
• May be required to work nights, weekends, and/or holidays. 

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at