Description

Position Purpose

Responsible for ensuring that all Front Desk daily duties are completed accurately and in a timely manner and ensure that all policies and standards are adhered to.

Duties and Responsibilities

• Monitor the behavior of all front desk team members and recommends any areas for improvement to the Front Desk Manager.
• Assist with the training, coaching, and development of all front desk team members.
• Manage and resolves all guest complaints and compliments in a professional and courteous manner ensuring guest satisfaction.
• Maintain an image of competence, maturity, and professionalism when in the presence of guests, front desk team members, vendors, and management staff.
• Maintain a favorable working relationship with all other hotel associates in to foster and promote a cooperative and harmonious working environment.
• Evaluate current systems and procedures, offering constructive ideas for increased sales, efficiency, and lowered costs.
• Assist all front desk team members with questions or problems as they occur.
• Provide a smooth transition between shift changes and relays any and all pertinent information to his/her relieving associates.
• Keep the immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Monitor and request adequate supplies to the Front Desk and Gift Shop.
• Ensure that all tasks on the Front Desk daily checklists are completed accurately.
• Maintain an up to date, working knowledge of all property amenities, as well as any special events.
• Adheres to all hotel policies and procedures.
• Follow all hotel grooming and dress standards and ensure that Front desk agents and bell staff are adhering to the standards as well.
• Possess knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, décor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
• Acknowledge all guests, anticipate their needs, and always respond promptly to always maintain positive guest relations.
• Performs front desk agent duties as necessary, which include, but are not limited to, AM/PM checklists, registration of guests, concierge services, and the processing of any room reservations.

Qualifications

Education: High school diploma or GED required; college degree preferred.

Experience: Minimum 2 years of Front Desk supervisory experience in luxury hotel.