What are the responsibilities and job description for the Front Desk Supervisor position at TWIN TIER HOSPITALITY?
BASIC PURPOSE:
Supervise the desk clerks to ensure completion of essential duties necessary for an efficient Front Desk operations.
ESSENTIAL FUNCTIONS:
- Handle guest check-ins and check-outs efficiently and in a friendly and professional manner. (45%)
- Supervise desk clerks and work load during shift. Complete shift check-lists as specified. (20%)
- Run accurate room status reports in a timely manner and relay necessary information to affected department and individuals. (5%)
- Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to affected departments and individuals. (5%)
- Print cashiers report and verify balances. Verify all banks and deposits accordingly. (5%)
- Monitor key control to maintain hotel security. (5%)
- Respond to guest questions regarding the hotel. Know the lay our of the hotel including all suites, parlors, meeting rooms and all outlets’ location and hours of operations. (5%)
NON-ESSENTIAL FUNCTIONS:
- Maintain good working relationships and open lines of communication with all other departments.
- Train, cross-train, and re-train (when necessary) all Front Desk Personnel.
- Assist Front Desk and/or Front Office Manager when necessary.
Knowledge and Skills:
Education: High school education or equivalent experience.
Experience: 1-2 years supervisory experience in a hotel or other customer relations position.
Skills and Abilities:
- Type a minimum of 35 wpm. IBM data entry experience desirable.
- Ability to communicate in English. Second language desirable.
- Ability to achieve positive guest relations and maximize guest satisfaction.
- Ability to handle cash and credit transactions.
- Ability to enforce all company rules and SOPs.
- Supervisory skills.
No. Of employees supervised: Three to four employees
Travel Required: None
Hours Required: 6:30 a.m. - 3:00 p.m. or 2:30 p.m. - 11:00 p.m. or as assigned; scheduled days and times may vary based on need.
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Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.
__X_ No Lifting/Pushing/Pulling/Carrying Required.
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Bending/Kneeling Describe the typ(s) of required bending and/or kneeling to include when, why and how often.
__X__No Bending/Kneeling Required.
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Mobility Describe the type(s) of mobility required to include distances and % of time involved.
Move to copier and computer room to run reports and make copies. (30-50 ft) 10% of 8 hours shift.
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Continuous Standing Describe the reasons to include time period and frequency.
Primarily a stationary position at the Desk. Standing 90% of an 8 hours shift.
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Climbing Stairs:
__X__No Climbing Required.
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Driving Describe type of vehicle, distances, % of time involved and frequency.
__X__No Driving Required.
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Work Environment Inside: 100% of 8 hour shift
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Hearing: _____Critical __X__Moderate _____Minimal
Explain: Ability to communicate with guests and staff.
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Vision: __X__Critical _____Moderate _____Minimal
Explain: Key control, cashiering, run and verify reports, etc.
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Speech: _____Critical __X__Moderate _____Minimal
Explain: Ability to handle guest relations and supervise staff.
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Literacy: __X__Critical _____Moderate _____Minimal
Explain: Ability to run and verify reports. Cashiering duties.
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Chemicals/Agents: Describe any chemicals/agents to include what they are, warnings and frequency of use.
__X__No Chemicals/Agents Used.
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Protective Clothing:
__X__None Required.
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Equipment Operation List type of equipment and frequency of use.
(PMS system) 80% of time. Copier 5%, fax machine 5%, printer 5%, switchboard 5%.