Front Desk Supervisor

Front Desk Supervisor Job Description Job Overview Responsible for daily supervision of the Front Desk staff, quality service, guest satisfaction and safety. General Responsibilities Ensure front desk policies and procedures are consistently applied. Assist the Front Desk Manager with administrative duties and department meetings. Responsible for training front desk agents. Liaison between departments to facilitate hotel communication and guest satisfaction. When needed provide coverage for the overnight shift. Greet, register, and assign rooms to guests; including issuing rooms keys, ensuring that all guests file registration and provide a valid method of payment. Answer, screen and forward phone calls, take messages and schedule/change reservations. Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment and travel directions. Record guest comments/complaints and refer guests to a manager as necessary. Contact housekeeping or maintenance staff when guests report problems. Resolve guest issues quickly, efficiently, courteously and professionally. Assist with billing long term stays and house accounts. Assist in managing reservations for third party website to include Groupon, Expedia, Booking.com, Priceline, and Hotwire. Assist with the creation of Standard Operating Procedures (S.O.P). Scheduling for the front desk. Assist with the management of online guest reviews. Keep records of room availability and guests' accounts. Post charges, such as those for rooms, food and liquor. Maintain room key control. Verify banks and deposits each shift and follow all cash-handling and credit policies. Responsible for the order and cleanliness of the front desk and adjacent work areas. Report all unsafe conditions immediately. Always conduct self in a professional manner. Maintain a safe working environment. Maintain a good working relationship with all departments. Comply with all policies and procedures set forth by the property Employee Handbook. Perform all other duties as assigned. Qualifications A minimum of one year hotel front desk experience preferred. High School Diploma or GED Possession of government required licenses or certificates. Basic math skills and prior cash handling experience. Detail oriented. Leadership or supervisory experience preferred. Ability to: Read, write, problem solve and communicate effectively with guests and employees. Work with minimum supervision. Maintain a professional appearance at all times. Work as part of a team. Communicate effectively. Multi-task and work well under pressure. Read and follow both verbal and written instructions. Work any day of the week and any hour. Physical Requirements 6-8 hours: Standing/Walking 3-6 hours: Crouching/Bending/Stooping; Reaching; Grasping 1-3 hours: Pushing/Pulling; Lifting/Carrying (up to 50 lbs.) Up to 1 hour: Sitting; Climbing Stairs #J-18808-Ljbffr