Front Desk Supervisor

Overview

This position will provide exceptional service to both internal and external guests at all times. They will be responsible to assist in providing leadership, guidance, and support to the front desk team in the areas of guest service, training, scheduling, and performance management for the overall successful day-to-day operations. They often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. The Front Desk Supervisor is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the property.

Responsibilities

• On a day-to-day basis, supervise the Front Desk, PBX and Night Audit staff on daily departmental objectives and work to maximize guest satisfaction.
• Scheduling of Front Desk, Bell Staff, Concierge, PBX and Night Audit
• Training, supervising and motivating all Front Office Associates
• Ensure checklists are completed and up to the Front Office standards;
• Create and maintain standard operating procedures;
• The ability to display a high degree of professionalism, maturity and integrity as a representative of the property
• Daily reporting of Front Office performance to all Front Office Management, including issues needing to be addressed above the supervisory level and reporting of Front Office Activities and needs for the following shifts
• Running daily Auditor Bucket Check Reports to determine reservations for the day are all appropriately in the system, including leisure, complimentary, group and owner
• Maintaining knowledge and anticipating all Guest Service needs for all arrivals, departures, VIPS and incoming group business
• Reviewing Front Desk and Night Audit’s daily checklists, service logs and post shift checklists to ensure accuracy and follow up.
• Resolving guest issues with the ability of turning a negative experiences to a positive experience
• Monitoring staff performance – counseling and assistance with corrective action when needed
• Creating and sustaining relationships with other departments at the resort
• Attend to crisis and emergency situations and perform service recovery
• Communication with all departments regarding in house and arriving VIP’s, and any special needs
• Maximizes revenue and cash flow by promoting resort services, special hotel programs, packages and upgrades when appropriate
• Assist in scheduling of Front Desk, PBX and Night Audit
• Review of room bucket, cash box totals, key box, owner arrivals and arrival packets vs arrivals list. This should be done periodically to ensure all are being completed by staff on a regular basis and to catch and fix any issues that arise.
• Monitoring room inventory and making decisions based on occupancy levels, guest satisfaction, and other departmental functions (i.e. for housekeeping- making sure the front desk is providing assistance in the SMS side of rooms control on high turnover days)
• Knowledge of payroll monitoring and forecasting
• Ensuring that all Front Office associates are in proper uniform, and have performed all duties associated with their shift
• Ensuring that the Front Office and Lobby are neat and clean at all time
• Assisting with phones; taking reservations, guest requests and inquiries
• Completing shift checklist and necessary reporting
• Monitoring guest accounts and room inventory
• Assist in other duties as needed and requested
• Serve as interim Front Office Manager in absence of FOM
• Other duties as assigned.

Qualifications

• Minimum 2 years of experience in a hospitality environment
• Minimum 1 year of experience with Par Springer Miller Systems or other related hospitality property management system preferred
• Strong attention-to-detail
• Proven guest service skills, including experience in descalting situations
• Ability to work a flexible schedule including evenings, weekends, and holidays
• Ability to work in a varied and changing environment
• Excellent time management skills

Salary : $21