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Front Desk Supervisor
3 months ago
The Front Desk Supervisor (FDS) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the Management team.
The FDS serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives.
Will also function as a Guest Service Agent.Job Description
Key Job Functions
Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures.
Ensure all staff has the supplies needed to effectively carry out their job functions.Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
Responsible for the supervision of the security of cash, credit card transactions, and guest information.Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
Work with the hotel's property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.
Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.Regularly sell hotel rooms through direct client contact.
Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
Perform other duties as assigned.
Other duties and responsibilities may be assigned.
The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
Deliver Passionate & Engaging Service to our GuestsYou will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
You will consistently deliver our GUEST model:
G reet or welcome everyone, warmly with a smile
U se eye and ear contact and guest's name
E stablish/anticipate needs
S olve and own all requests/complaints
T hank everyone
Additional Job Information/Anticipated
Pay Range
Qualifications and Skills
A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.
Knowledge of Opera and internet software preferred
Ability to read and comprehend simple instructions, short correspondence and memos
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Track record of delivering exceptional guest or client experience
Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
Bi-Lingual communications skills a plusStrong communication skills
Appropriate professional appearance and demeanor
Physical Demands
While performing the duties of this job, the employee is regularly required to stand; walk and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job
The noise level in the work environment is usually moderate.
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families.
Medical, Dental and Vision Insurance
Health Savings Account with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation and Sick Days
Sonesta Hotel Discounts
Educational Assistance
Paid Parental Leave
Company Paid Life Insurance
Company Paid Short Term and Long Term Disability Insurance
Various Employee Perks and Discounts
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
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