The Front Desk Supervisor is responsible for the smooth operation of the front desk and for ensuring that all standard operating procedures pertaining to the front desk are followed. He/She will assist in coordinating the activities of the Front Desk staff - bell services, concierge, valet services, telephone services, and night audit to ensure the highest guest satisfaction and maximizing hotel profitability. This position will have a strong focus on problem resolution, communication of information as well as shift supervision.

ESSENTIAL FUNCTIONS

• Ensure new employees are equipped with the necessary knowledge and skills to achieve job expectations.
• Evaluate the staff's job performance and coach and counsel as necessary.
• Clearly communicate to employees the standards of performance and their role in contributing to individual and team success.
• Ensure all required training occurs including orientation, safety, fire, alcohol awareness, food handling and blood-borne pathogen.
• Ensure staff compliance with internal controls, policies, procedures, standards and regulations. Insist on a work environment that is free from harassment.
• Supervise and process guest check-ins and room assignments following the hotel's rate structures, discounts and sell/upsell strategies.
• Accommodate special requests when possible.
• Supervise and process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Answer inquiries about hotel services, in-house events, directions, local attractions, etc.
• Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies and procedures.
• Supervise and process pre-register, block reservations and, as appropriate, same day and future reservations. Cancel room reservations according to policies and procedures.

Other:

Regular attendance and availability is essential to the successful performance of this position. Due to the fluctuation of business levels in the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel. In addition, attendance is required at all scheduled training sessions and meetings.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

Must be able to speak, read, write and understand the primary language(s) used in the workplace which is English. Must be able to read and write to facilitate the communication process.

• Requires excellent communication skills, both verbal and written.
• Must be able to exercise critical thinking.
• Must possess basic computer skills to include Microsoft Office
• Ability to solve problems and make rational decisions.
• Knowledge of Hotel operations, its services, and facilities is a plus.
• Prior Hotel/Front Desk supervisory experience required
• Opera experience required