Front Desk Supervisor

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description


The Front Desk Supervisor is responsible for assisting the Front Desk Leadership and/or General Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

The Front Desk Supervisor is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with exceptional service prior to and throughout their stay, while maximizing room revenue. The Front Desk Supervisor is responsible for overseeing the daily functions of the Guest Experience Department: Front Desk Agents & Bellmen

Education and Experience

At least 2 years of progressive experience in a hotel or a related field; or a two-year college degree and three or more years of related experience; or a four-year college degree and at least one year of related experience.

Proficiency in Windows operating systems, Company approved spreadsheets and word processing. PMS: Opera Cloud is preferred.

Prior IHG or other major brand experience is preferred.

Bilingual: English & Spanish proficiency required.

Must have a valid driver's license from the applicable state.

Must be able to convey information and ideas clearly.

Must be able to evaluate and select among alternative courses of action quickly and accurately.

Must work well in stressful, high-pressure situations.

Must maintain composure and objectivity under pressure.

Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.

Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests & co-workers.

Job Duties and Functions

Respond to all guest requests, problems, complaints and / or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

Act as Manager On Duty in absence of Director of Rooms, Housekeeping Manager and General Manager

Motivate, coach, counsel and discipline all Front Desk personnel according to Rebel Hospitality SOPs.

Ensure compliance to brand and company training, using the steps to effective training according to Rebel Hospitality standards.

Prepare and conduct all Front Desk interviews and follow hiring procedures according to Rebel Hospitality SOPs.

Conduct all 90 day and annual Front Desk employee performance appraisals according to SOPs.

Develop employee morale and ensure training of Front Desk personnel.

Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.

Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.

Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.

Participate in required MOD program as scheduled.

Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his / her placement.

Ensure all end of the month report dates are met (i.e., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.).

Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.

Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.

Ensure that no-show revenue is maximized through consistent and accurate billing.

Maintain Rebel Hospitality SOPs regarding Purchase Orders, vouchering of invoices and checkbook accounting.

Ensure that Wage Progress, Productivity and the 10-Day Forecast are completed on a timely basis according to Rebel Hospitality SOPs.

Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.

Monitor proper operation of the PBX console and ensure that employees maintain Rebel Hospitality SOPs in its use.

Monitor the process of taking reservations ensuring that Rebel Hospitality courtesy and upselling techniques are maintained.

Greet and welcome all guests approaching the Front Desk in accordance with Rebel Hospitality SOPs.

Ensure implementation of all Rebel Hospitality policies and house rules.

Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.

Coordinate all aspects of the ongoing implementation of the Rebel Hospitality philosophy of service.

Ensure correct and accurate cash handling at the Front Desk.

Attend monthly all-employee team meetings and any other functions required by management.

Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Rebel Hospitality standards.

Obtain all necessary information when taking room reservations.

Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

Be aware of all rates, packages and promotions currently underway.

Follow and enforce all Rebel Hospitality hotel credit policies.

Process and handle guest laundry (property specific).

Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.

Maintain and monitor "Lost and Found" procedures and policies according to Rebel Hospitality standards.

Establish and maintain key control system.

Ensure participation within department for monthly Rebel team meeting.

Focus the Front Desk Department on their role in contributing to the guest service scores.

Monitor all VIPs, special guests and requests.

Maintain required pars of all front office and stationary supplies.

Review daily Front Office work and activity reports generated by Night Audit.

Review Front Office log book and Guest Request log on a daily basis.

Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.

Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or VIP programs, and the standards and procedures for each.

Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

Conduct meetings according to Rebel Hospitality standards as required by management.

Other duties as required.

Full-Time/Part-Time
Full-Time

Salary Range

Exempt/Non-Exempt
Non-Exempt


This position is currently accepting applications.