Front Desk Supervisor

Job Description

Supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

Primary Responsibilities

• Serve as role model for guest service team to ensure smooth operations of all front of house operations
• Act as liaison between guest service representatives, management and all departments to ensure proper communication.
• Provide new-hire training and on-going training for all guest service team members on all procedures, rates, packages and hotel services.
• Resolve guest service problems quickly, efficiently and courteously.
• Enforce all cash handling and check cashier closings and deposits.
• Monitor high balance guests and payments owing and take appropriate action.
• Review night audit reports, front office log book and guest feedback & reviews on a regular basis.
• Monitor all VIP’s, special requests, packages and ensure timely delivery and charging for all items.
• Ensure all front desk staff are attentive, friendly, helpful and courteous to other team members and guests.
• Coach team members, as needed, to maintain consistency in operations and high service standards.
• Ensure all team members are in proper uniform.
• Work with the group sales manager to manage rooming lists, room assignments, cut-off dates and ensure smooth check-in, check-out and billing accuracy.
• Follows all hotel safety policies, procedures & standards.
• Handle other duties as assigned by Front Office Manager

Requirements

• Must have previous hospitality management experience,
• Strong Customer Focus, Customer Service, and Verbal communication skills
• Must be willing to work holidays and weekends