FRONT DESK SUPERVISOR

POSITION SUMMARY:      

The Front Desk Supervisor supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction.  Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.  Provides technical support to front desk and housekeeping staff when needed.

The Front Desk Supervisor will act as a role model, sharing expertise and knowledge while continually inspiring the front desk associates.  The Front Desk Supervisor is responsible for ensuring 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.  Monitors Night Audit function to ensure hotel ledgers are balanced.  In addition, the Front Desk Supervisor will ensure that all guests are satisfied when complaints arise.  Guest Service is the number one focus in this role.  This position will report to the Hotel Manager.

JOB REQUIREMENTS:

• Monitor and evaluate all front desk daily activities to ensure successful operations.
• Establish, audit and update departmental procedures, standards, guidelines and objectives.
• Ensures outstanding customer care at all times.
• Maintains a friendly, professional, cheerful and courteous demeanor at all times.
• Accurately answers inquiries from potential guests and accepts hotel reservations.
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and services.
• Provide on-going signature performance coaching.
• Perform other duties as needed and as directed by Hotel Manager and other Leadership Team members.

EDUCATION/EXPERIENCE/SKILLS:

High School Diploma required, college degree preferred. Hotel and Night Audit experience preferred and must have a minimum  of two (2) years experience in front desk, reservations, hospitality and a minimum of six (6) months supervisory experience in a similar size company. The individual must possess a cooperative and positive attitude with extraordinary customer service skills.

• Professional appearance and excellent attendance and punctuality.
• Familiarity with Oracle Opera and Microsoft Office applications.
• Basic analytical and mathematical skills.
• Strong problem solving skills.
• Good communication skills, both written and verbal.
• Proven successful customer service experience.
• Must maintain confidentiality.
• Must be able to work in a fast paced environment.

PHYSICAL/MENTAL DEMANDS:

• No schedule restrictions must be able to work all shifts AM/PM/Overnight, including holidays and weekends.
• Ability to work independently with minimal supervision.
• Must be self-motivated with an attention to detail and able to thrive in a fast-paced work environment.
• The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear.
• The employee is occasionally required to climb or balance, stoop, kneel, or crouch.
• The employee may occasionally be required to lift more than 25 pounds and may frequently lift, carry, push, pull or otherwise move objects.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

The individual must have the ability to work in a fast paced environment and exercise good judgment in evaluating situations and taking effective action. Communicate and present ideas effectively, orally and efficiently.

WORKING CONDITIONS:

Ability to work in a Casino environment, in the midst of noise, smoke, crowded situations, etc. Ability to work with diversified customers, ability to work independently and under customer demands.