Direct Report: Front Desk Supervisor or AGM

Responsible for: Excellent Guest Service
Liaises with: Guests, Housekeeping, Maintenance, Management
Primary Objective of Position
To ensure guest satisfaction by providing efficient service and superior guest relations while increasing
sales volume and profitability. To embrace the values of the Company Culture and Guiding Principles.
Major Areas of Accountability

1) Meets and exceeds the expectations of the guests by providing outstanding guest service in accordance
with the hotel’s policies/procedures, and the brand’s standards.

 Visible at the front desk always.

 Participates in the prompt and courteous check in and checkout of guests. Rates and room numbers
should not be announced.

 Special attention should be paid to guest requests.

 Use guests’ names when communicating with them.

 Provide gracious and efficient telephone service as it relates to general PBX calls.

 Calls should be answered promptly and knowledgeably, always ensuring complete and accurate
information.

 Demonstrates a working knowledge of all services, facilities, and programs of the hotel and
effectively assists the hotels’ guests.

 Responds to guests’ requests promptly, efficiently, and courteously. Communicates effectively
Arranges fulfillment of guest services by working with housekeeping, maintenance and food and beverage where applicable.

 Stays current with developments in the hotel by reviewing the communication logbook each shift;
updates logbook for next shift.

 Demonstrates resolve conflicts and negotiate effectively.

 Teamwork by cooperating, assisting, and communicating effectively with co-workers.

 Properly processes guest mail, messages, packages, and wake up calls.

 Provide concierge service – fluent knowledge of area, attractions, restaurants, special events, and
guest amenities.

 Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc.

 Completes all duties and prints all reports as specified on the shift checklist.

2) Increase sales volume and profitability.

 Maximize revenue per available room using knowledge of rates, selling restrictions and strategies.

 Maximize room occupancy utilizing agreed upon overbooking policy, out of order rooms and

Job Type: Full-time

Pay: $14.00 - $15.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Overnight shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Customer service: 1 year (Required)
• Hospitality: 1 year (Required)
• Front desk: 1 year (Required)
• Hotel experience: 1 year (Required)

Work Location: In person