Front Desk Supervisor

Full-Time

Description

Responsibilities

• 70% Management | 30% Other Duties as Assigned
• Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures.
• Directly supervises front desk staff members
• Carries out supervisory responsibilities in accordance with policies and applicable laws.
• Responsibilities include assisting with interviewing/hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
• Completes new hire on-boarding and orientation as directed by General Manager.
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and IRS.
• Conducts or assists in leading staff meetings.
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
• Receives and resolves guest complaints and team member issues.
• Performs functions of the General Manager in his or her absence.
• Covers shifts in all departments as scheduled by the General Manager.
• Corresponds with group and travel agents to answer special requests for rooms and rates.
• Assists with sales and marketing efforts as directed.
• Answers inquiries pertaining to hotel policies and services.

Requirements

• Strong management skills; ability to appropriately assign/delegate work and authority to others in the accomplishment of goals; provides coaching, advice, and assistance as required; helps subordinates overcome obstacles and deal with problems; appropriately assesses contributions and performance of team members; provides appropriate recognition, and deals with problems as they arise. Instills in others a sense of pride in the job at hand.
• Ability to demonstrate accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance. Ability to manage difficult guest situations; responds promptly to guest needs, solicits guest feedback to improve service, responds to requests for service and assistance and meets commitments.
• Excellent interpersonal skills, demonstrated positive customer service skills, and ability to relate to people of varying ages and backgrounds. Will require the ability to work outside of regularly scheduled hours. Schedules may vary based on business need.