Position Title: Front Desk Supervisor - **Previous hotel Front Desk experience required**

Reports to: Assistant General Manager

Job Description

Coordinates the activities of the hotel front office and related personnel as directed and provides support to the AGM.

Responsibilities

Corresponds with group and travel agents to answer special requests for rooms and rates.

Assists with sales and marketing efforts as directed.

Answers inquiries pertaining to hotel policies and services.

Note- Other duties as assigned by AGM.

Job Requirements:

Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds professionally and courteously to guests by providing accurate and timely information and services.

You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:

1. Ensure Outstanding customer care at all times.

2. Maintains a friendly, cheerful, and courteous demeanor at all times.

3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

4. Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.

5. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.

7. Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.

8. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

9. Adhere to company credit limit/floor limit policies.

10. Allocate rooms to expected arrivals after checking the guest's preferences and special requests.

11. Build strong relationships and liaise with all other department's especially housekeeping, reservations, etc.

12. Operates the PBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests.

13. Cross Check all billing instructions are correctly updated

14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

15. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

16. Performs other duties as assigned, requested, or deemed necessary by management.

17. Ensure Front Office shift log and Training Sheet log book is always updated and actioned upon.

18. Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.

19. Participate in hotel committees and task force assignments.

20. Assist all departments in servicing the guests during high-volume periods.

21. Takes responsibility in the absence of the AGM.

22. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team

Qualifications:

Education/Experience: Associate's degree or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

**Hilton OnQ experience preferred**

Skills and Qualities:

Strong leadership skills

Strong oral and written communication skills

Attention to detail

Planning and organizational ability

Customer skills

Computer skills

Accounting knowledge

Benefits:

• 401(k) 
• Life insurance
• Long-term disability, accident, critical medical supplement insurance.
• Employee hotel room discount
• Holiday pay 
• Paid time off