Job Description: Front Desk Supervisor

Hourly (Non Exempt) Position

GUEST RELATIONSHIPS: Deliver an exceptional guest experience that ensures all needs are met while maintaining a positive environment and working closely with all hotel team members

1. Effectively greets, responds to and resolves all guest inquiries and problems in a positive, timely and productive manner both in person and on the phone

• Answer the telephone with a smile in four rings or less. Include a salutation, thank the guest for calling, identify the name of the property, and contain their first name, all while maintaining clarity and organization. Offer an extensive list of amenities that are offered before quoting a price, and asks the guest for the reservation

• Resolve all guest problems by listening, apologizing with empathy, finding a solution and following through

2. Successfully follow all telephone, sales and reservation processes to book additional rooms

3. Productively and cheerfully respond to guests with all necessary local information such as restaurants, transportation, entertainment options and directions

4. Work productively with the sales staff and all other staff to provide excellent guest experiences

Administrative Duties: Perform all tasks/processes in an efficient, accurate and timely manner to meet all required administrative responsibilities

1. Successfully follow the check-in and check-out processes in a friendly, accurate and timely manner including pre-assigning VIP guests and following the guest preference program (gifts, welcome notes, etc.)

2. Complete all billing, administrative duties and paperwork as assigned including following hotel policy on cash banks, working with other departments and obtaining the appropriate signatures and approvals

3. Stay current with developments in the hotel by regularly reviewing and updating the communication log

4. Ensure the lobby, front desk and business are clean and fully supplied including the ordering of supplies when necessary

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the responsibilities of this position. While performing the duties of this position, the employee is regularly required to stand for extended periods (up to 8 hours) and walk. The employee frequently is required to use hands to finger, handle, or feel objects; reach with hands and arms pushing, lifting up to 40 pounds, bending; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the responsibilities of this position. While performing the duties of this job, the employee regularly works in a professional hospitality environment.