Position Purpose :

The Front Office / Guest Service Supervisor is responsible for overseeing the operation of the front desk and providing attentive, courteous and efficient service to all guests during check-in and checkout and throughout their stay, in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Essential Duties and Responsibilities :

Greet, check-in and checkout guests approaching the Front Desk in a friendly, efficient and courteous manner and in accordance with company, hotel and brand standards.

• As needed, assist with scheduling, hiring and training front desk employees.
• Monitors, coaches, and evaluates guest service representatives and night auditors.
• Answer guest inquiries about hotel services, facilities, restaurants, transportation, entertainment and hours of operation in a timely manner.
• Resolves guest challenges and takes appropriate action to ensure 100% guest satisfaction.
• Build rapport with rewards members, distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay.
• Identify, solicit and sign up potential reward members (if applicable).
• Maintain and market promotions and guest programs.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Follow all cash handling and credit policies.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Always Use proper two-way radio and phone etiquette when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork

Maintain a clean work area.

Assist guests with safe deposit boxes.

Review Front Office log daily.

• Be aware of all rates, packages, special promotions and closed out / restricted dates as listed.
• Be familiar with all in-house groups.
• Have knowledge of emergency procedures and assist when needed.
• Perform duties, special assignments and projects as requested by management

Minimum Required Technical Skills

• Proficient in Microsoft Office applications suite.
• Excellent people skills and possesses a positive, outgoing, and naturally curious personality.
• Ability to work productively with other employees as part of a team.
• Demonstrate a high-level of proficiency with computers.
• Ability to be a clear thinker in pressure situations and exercise good judgment. Remain calm and courteous in demanding and difficult customer situations.
• Ability to handle obstacles in a positive and professional manner and to effectively communicate these problems, along with suggested solutions.
• Ability to work a flexible work week including nights, weekends and holidays.

Last updated : 2024-04-24