SUMMARY: Under general supervision, the Front Desk Supervisor is focused on providing efficient service and creating memorable experiences by making emotional connections with all of our guests. The Front Desk Supervisor will ensure the efficient and smooth operation of the front desk, and may be called upon to act as the MOD in absence of the Front Office Manager or General Manager. The ideal candidate must have a friendly and welcoming attitude, respond to guest and associate concerns with empathy, and resolve issues in an efficient manner. This is the ideal position for someone who has a passion for guest service, can deliver complete guest satisfaction throughout the stay, and values problem resolution. Must be able to work in a fast paced environment, remain calm under pressure, demonstrate excellent communication skills, resolve problems independently, and is good working with computers. This position is strictly a PM shift , 3pm-11pm

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include but are not limited to:

Ensure Outstanding customer care at all times.

Maintains a friendly, cheerful and courteous demeanor at all times.

Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

Supervise daily shift process ensuring all team members adhere to standard operating procedures.

Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Adhere to company credit limit / floor limit policies.

Allocate rooms to expected arrivals after checking the guests preferences and special requests.

Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.

Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.

Cross Check all billing instructions are correctly updated

Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

Performs other duties as assigned, requested or deemed necessary by management.

Ensure Front office log and hotel log is always updated and actioned upon.

Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.

Participate in hotel committees and task force assignments.

Assist all departments in servicing the guests during high volume periods.

Takes responsibility in the absence of the Duty Manager /Front office manager

As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team

MINIMUM QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or GED equivalent required. Minimum of six (6) months hotel/resort front desk experience - two (2) years hotel front desk experience preferred. Supervisory experience preferred. Ability to manage priorities and be able to adapt to meet the diverse needs of our guests.

License/Certification: A valid driver's license is required.

Language Skills: Ability to exercise excellent communication, organization, time management and listening skills. Fluency in a second language is an advantage.

Computer Skills: Intermediate to advanced computer literacy required. Proficient in Microsoft Word and Excel. OnQ certified a plus.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by any 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.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds and be able to work in a standing position for long periods of time (up to an entire shift) with the ability to sit for prolonged periods of time. Duties are generally performed in an indoor office setting. Must be able to work weekends and evenings as required. The noise level in the work environment is usually moderate.