Front Desk Supervisor

Summary

Front Desk Supervisor is responsible for overseeing all aspects of the front office operations. They are responsible for maintaining a high level of customer service and ensuring interactions between guests and associates is properly handled and held to Old Edwards Hospitality Group standards.   This position is responsible to coach and oversee the Front Desk Agent and Bellman.

Responsibilities 

• Coach and train existing and new line staff to meet Old Edwards Hospitality Group standards and grow as hospitality professionals
• Ensure company policies and security requirements are met
• Ensure timely and accurate customer service
• Ensure front desk and public areas are tidy and have all necessary supplies. Report any issues to maintenance or housekeeping departments as needed.
• Train, supervise and support office staff, including agents, security and night audit
• Assess and correct, if necessary, staff interactions with guests
• Ensure front office checklists and sops are completed in a timely and efficient way
• Receive and appropriately address guest complaints utilizing the PRL (prompt response log) and GPR (guest problem resolution) systems and involving higher management when necessary
• Proactively stay involved in operations to circumvent small guest and internal issues from progressing
• Learn and actively manage daily payroll in the ADP system
• Manage the SMS property management system and handle high priority billing and system manipulation
• Receive and pass on pertinent information from shift to shift
• Keep track of pertinent front desk information in regard to BEO’s (banquet event orders), group resumes, shift transfer, emails, and event and transportation logs
• Act as front desk agent as needed
• Due to the nature of this position, confidentiality is required at all times
• Other duties and responsibilities may be assigned at the discretion of the Rooms Director

Requirements

• Prior work experience as a Front Desk Agent or Front Desk Supervisor preferred. College degree in a hospitality related field preferred but not required. Additional related certifications preferred but not required.
• Hands-on experience with office machines (computers, fax, printers, etc.), thorough knowledge of customer service, multitasking, organizational and problem-solving skills, valid driver’s license and clean driving record
• Command of the English language (oral and written), second language helpful, customer service and problem resolution oriented
• Basic knowledge of computer use required, knowledge of Microsoft Office use required, SMS host experience helpful  
• Must have ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.  Must have ability to deal with problems involving several concrete variables in standardized situations.
• The employee is regularly required to use hands and fingers to type, write, file, etc. The employee is also regularly required to stand, walk the property, climb stairs and sit for periods of time. The employee must occasionally lift and/or move up to 50 pounds.