Hotel Front Desk Supervisor

Assists guest check-ins, processes reservations, and coordinates guests’ services through various departments.

ESSENTIAL FUNCTIONS:

• Available to cover three weekday swing shifts and two AM weekend shifts.
• Provides courteous guest service by responding promptly and efficiently to inquiries, requests and complaints, and by accurately processing guest mail and messages.
• Coordinates the delivery of guest services by other hotel departments and outside businesses
• Processes all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person and via the applicable franchise system.
• Check-in and Check-out departing guests in the most efficient manner possible, following all established procedures and policies.
• Maximizes room revenue and occupancy levels through suggestive selling.
• Applies knowledge of marketing programs applicable to the hotel, local area and all hotel functions and outlets, and properly presents the programs to guests.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit. Operates the department's cash register.
• Maintains information and communication sources such as room rack, telephone information rack, log book and applicable franchise directories.
• Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls and the paging of guests.
• Operates the applicable franchise terminal and performs designated training and maintenance tasks.
• Monitors in-house computer accuracy to ensure maximum occupancy.
• Examines the day's reservations for correct date, type of room reserved, and any special requests.
• Complies with the hotel's security and emergency procedures as well as operational policies and procedures.
• Complies with all corporate office and applicable franchise policies and procedures.
• Maintains order and cleanliness of the front desk area.
• Provides assistance to other employees to contribute to the smooth operation of the department and hotel.
• Complete all items on checklist prior to completing shift close out.
• Participates in MOD schedule with Front Desk Manager or General Manager are off property.
• Performs other related unrelated tasks as assigned by management.

JOB SPECIFICATIONS:

Essential Skills

• Requires familiarity with applicable franchise front desk standards and procedures or ability (gained through 2+ years previous experience related employment or front desk experience) to quickly become familiar with applicable franchise standards and procedures.

• Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Guest Registration, Concierges Services, Telephone Services, and Guest Accounting.

• Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.

• Must have ability to professionally represent the hotel, deal positively with the public, and possess pleasant telephone manner.

• Knowledgeable in Reservations/Inventory management.

Educational/Vocational Preparation

• High school graduate or equivalent.

• Previous hotel front office experience preferred; however, ability gained through 2+ years related employment (sales, resort, marketing) or on-the-job training may substitute for actual front office experience.