The Front Desk Supervisor will process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys. Set up accounts for the guests according to their requirements. Compile and review daily reports. Supply guests with directions and property information. Accommodate guest requests and contacting the appropriate staff if necessary. Follow up to ensure requests have been met. Have customer service skills, ensure optimal guest experience. Hotel or guest service experience is preferred. Previous supervisory experience is preferred.

Essentials:

Greet every guest with a smile

Use guest’s name at every opportunity

Provide quick and efficient service

Offer assistance and provide options

Thank the guest and invite them back

Essential Functions:

Supervises the functional areas of the guest registration and night audit to ensure guest satisfaction and maximize hotel profitability.

Provides supervisory shift coverage for day-to-day operations at the Front Desk.

When acting as the Supervisor on Duty, serves as the point person for all fire safety and emergency issues.

Assists the Managers with performance review, training, disciplinary documentation, and development of staff to ensure the achievement of hotel service quality standards.

When acting as the Supervisor on Duty, monitors daily revenue goals, selling strategies and detailed room availability to ensure maximum revenue.

Receives guest complaints and ensures corrective action is taken to achieve complete guest satisfaction.

Follows the proper procedures to ensure that all labor and purchases fit within the budgetary guidelines.

Monitors guest billing, credit control and handling of financial transactions.

Monitors customer feedback portals.

Analyzes data for trends and either takes the proper steps to prevent further incidences or rewards for staff service excellence.

Trains and enforces standard operating procedures as dictated by Columbus Hospitality.

Assists in the implementation of scheduling.

Assists in the processing of all group resumes including billing, blocking, and any other task necessary for the handling of each guest.

Ensures that all Front Office areas are clean and everything is in working condition.

Physical Requirements:

These physical demands represent the physical requirements necessary for an associate to successfully perform the essential functions of the position. Reasonable accommodation can be made to enable individuals with disabilities to perform the described essential functions of the position.

Associate must be able to stand for up to 8 hours a day consecutively.

Associate may have to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Associate is often required to sit and use his or her hands and fingers, to handle or feel.

Ability to lift, pull, and push moderate weight (minimum of 20 lbs).

Vision abilities required by this job include close vision.

Associate must talk and hear.

Qualifications, Education, Experience, Skills, and Abilities:

At least one year guest service/hotel experience.

Excellent communication, organization and computer skills.

Individual must be customer service driven.

Previous supervisory experience in a hotel setting is preferred.

At least one year of guest service experience.

Hotel experience preferred.

Demonstrated longevity in past positions.

Flexible availability (to include days, evenings, weekends, holidays