Front Desk Supervisor

Directs and controls the activities in the lobby and front desk area to ensure that guests receive outstanding customer service according to Hotels Brand Standards and other policies. Directs other employees and prioritizes job duties when General Manager is away from the hotel.

Acts as Manager-on-Duty, GSR in the absence of staff due to call-off, termination, or resignation, unless Property Support is available.

Provides friendly and responsive front desk service to guests, while also ensuring that guest payments are collected and processed in a reliable and timely manner.

Greets guests, assists them with check-ins and check-outs, registers and assigns rooms, issues room keys/cards, transmits and receives messages, keeps records of occupied rooms and guest accounts, makes and confirms reservations, presents statement to and collects payments from departing guests.

Ensures that all service provided is consistently prompt and courteous, designed to meet high standards of quality to ensure guest satisfaction and repeat business.

Inspects guest rooms and public spaces to ensure compliance with Brand Standards and to confirm rooms and property are guest ready.

Responds to any/all emergency situations (police, fire, emergency responder, weather, building – electrical outage, water line breaks, etc.) in a timely manner.

Essential Functions

• Organizes, confirms, processes, and conducts all guest check-ins/check-outs, room reservations, requests, changes, and cancellations; greets, registers, and assigns rooms to guests.
• Secures payment; verifies and adjust billing. Verifies customers' credit, and establishes how the customer will pay for the accommodation. Computes bills, collects payments, and makes change for guests.
• Provides leadership to the team with ongoing training and coaching; leads by example.
• Keeps abreast of hotel policies concerning room/sign rates, group and other discounts, and special offerings.
• Issues room keys, identifies and explains room features to guests. Supplies guests with directions and information regarding property amenities, services, hours of operation and local areas of interest.
• Keeps records of room availability and guests' accounts.
• Performs bookkeeping activities such as making cash deposits, completing daily audit, running reports, posting payments to guest folios.
• Responds to guest comments or complaints, referring customers to General Manager as necessary.
• Prepares housekeeping duty rosters for move-out and stay-over cleans.
• Inspects/stocks housekeeping carts for service preparedness.
• Inspects rooms and public areas to accepted health and safety standards for pest control.
• Creates an operating environment that assures consistent guest satisfaction, meets with and solicit comments from guests on a regular basis to determine their level of satisfaction with guest services and facilities.
• Maintains proficiency in all location computer and software systems.
• Assists other employees in completing their respective duties, as necessary, to achieve guest ready rooms, public areas, and outstanding customer service.
• Responds to emergency situations.
• Works 2 normal shifts and rest of the days works as supervisor from 12pm-8pm or 11am-7pm
• Work with Sales Director to create reservations and process credit card transactions
• Blocking rooms in the computer and identifying designated requirements and requests
• Handling cash and ensuring that drop receipts are balanced according to Accounting specifications.
• Assisting management in training, motivating, and coaching employees
• Reporting accidents, injuries, and unsafe work conditions; completing safety training and certifications.
• Scheduling GSRs according to business levels
• Enforce uniform policy
• Reports directly to General Manager/Property Support.

Essential Functions are not all inclusive; other duties may be assigned.

Competencies

Action Oriented – Demonstrates a commitment to effective job performance by taking action on one’s own and following through to get the job done. Effectively manages multiple priorities with a results-oriented sense of urgency.

Adaptability and flexibility – Displays the capability to adapt to new, different, and changing requirements.

Conflict Management – Successfully mediates conflict between individuals and groups; can negotiate consensus and agreement and settle disputes equitably; can find common ground and obtain cooperation of parties involved.

Dependability and reliability– Displays responsible behaviors at work: attendance and punctuality, attention to details, following directions, and fulfilling obligations.

Integrity – Displays strong moral principles and work ethic. Behaving ethically, acting fairly, and taking responsibility.

Interpersonal Skills – Displays the skills to work effectively with others.

Professionalism – Maintaining a professional presence. Demonstrating self-control, maintaining a professional demeanor and a positive attitude.

Skills/Qualifications

• Good people skills for dealing with both staff and guests.
• Must have computer skills; the ability to access and accurately input information in to a computer system including Microsoft Office Suite and the Hotel PMS system.
• Friendly, cooperative manner and patience in dealing with unreasonable requests or rude customers
• Must maintain a professional appearance and demeanor.
• Must maintain a valid state issued driver’s license.

Self-starter with the ability to prioritize and handle multiple projects and meet deadlines under pressure, with strong organizational time management skills and problem solving skills.

General Notes

• This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.
• Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
• If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualify team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
• The Company is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.

Holiday Inn Express is a hotel chain within the InterContinental Hotels Group family of brands. Standard amenities lean toward the convenient and practical which cater to business travelers and short-term stays.
Holiday Inn Express and Suites is operated by Scarlet & Gray Hospitality. Scarlet & Gray Hospitality was born to meet and exceed our customers' expectations through exceptional hospitalIty management services and quality hotel development. Our slogan says it all: Hospitality....\we get it.\ We are in this business to achieve 100% customer satisfaction. We do that by listening to our customers and clients.