Front Desk Supervisor

GENERAL PURPOSE

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Manages front office staff during appropriate shifts.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.

OTHER DUTIES/RESPONSIBILITIES

• Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
• Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations.
• Is well groomed and in uniform with name tag at all times.
• Maintains and controls the keys at the front desk, including weekly key count
• Participate in hotel committees and task force assignments.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the FOM.
• No travel required.
• Hours: 40 hours over a five-day period; scheduled days and times may vary based on need.

SUPERVISORY DUTIES

3+ associates

JOB QUALIFICATIONS

Knowledge

• Requires understanding of all hotel front office procedures.
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Requires supervision/management skills.
• Ability to communicate information and hotel services to management and guests. Second language a plus.

Skills

• Excellent hearing required to communicate in person and on telephone frequently.
• Excellent vision necessary for reading written communiqués, analyzing reports and seeing monochrome computer screen.
• Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
• Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
• Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Abilities

• Continuous standing 90% of time - communicating with guests.
• No climbing required.
• No driving required.
• Lifting up to 50 lbs. guest luggage; limited.
• Pushing up to 50 lbs. bell cart; limited.
• Pulling up to 50 lbs. bell cart; limited.
• Carrying up to 25 lbs. guest luggage; limited.
• Continuous standing - 80% of shift.

Education/Formal Training

High school education or equivalent experience.

Experience

1 or more full years employment experience in a related position with this company or other organization(s).

Material/Equipment used

Standard office equipment including but not limited to: telephone, copy machine, cash register, calculator, PC, fax machine, and PBX machine.

Environment

Work inside 100% of 6-8 hour shift.

Ambassador should embrace the Greenwood Core Values of:

• Integrity in Conduct
• Cooperation in Action
• Excellence in Performance

Also cultivate and build the Greenwood EFFECT culture to develop and lead their team

• Engaged--encourage, identify positive moments
• Fun--maintain a healthy and happy workplace
• Flexible--adapt and change while maintaining our standards of excellence
• Equipped and Empowered--provide the necessary tools and leadership to cause success
• Community--caring about our work, our colleagues and our ambassadors
• Trust--foster high levels of trust within the department