Job Summary

This position will provide exceptional service to both internal and external guests at all times. S/he 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. S/he 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.

Essential Functions:

• Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests
• Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
• Champion, promote and successfully track departmental and organizational initiatives e.g. upsell programs, Destination Delivers Program, etc.
• Ensure front desk agents properly complete required checklist items at the end of each shift
• Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.)
• Instills a calm, organized approach when interacting in stressful situations
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
• Ensure that sufficient staffing is present to meet the daily business demands
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
• Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members

Qualifications:

• High school diploma or general education degree (GED or two to three years related experience and/or training; or equivalent combination of education and experience)
• Minimum of one year supervisory experience in a high volume setting preferred
• Previous hospitality experience in a Four Diamond quality organization preferred
• Previous experience with Windows, Office, and property management systems highly desirable
• Must be able to understand, speak, read, and write in the basic English language
• Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
• Demonstrate ability to compute basic arithmetic
• Must be available to work, varied shifts and flexible schedules

Other Duties

• All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
• Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
• Comply with hotel grooming standards for both uniformed and non-uniformed associates.
• Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
• Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.

Working Conditions & Physical Requirements

Qualifications