Front Desk Supervisor

Found in: beBee jobs US - 7 days ago


Scottsdale, Arizona, United States The Scott Resort & Spa Full time

Summary of Position:

The Front Office Supervisor assists in management of daily Front Office operations by overseeing and supporting the Front office team. They are responsible for providing welcoming, friendly, efficient, resourceful and hospitable service at the front desk, including check in/out and guest resolution

Essential Functions:

Supervise the efficient operations of reception including check in/out procedures
Support team members in handling guest requests and enquires to ensure a positive outcome is achieved
Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from Guests and/or other departments
Demonstrate a high level of customer service at all times
Advise team of any special events or VIP Guests in the hotel for events or for general accommodations
Understand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork
Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
Ensure Team Members have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties
Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards
Assist other departments wherever necessary and maintain good working relationships with Team Members
Complete the registration process by inputting and retrieving information from a computer/property management system, confirming pertinent information to a guest's reservation and making necessary changes.
Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in.
Handle cash, make change and balance an assigned house bank.
Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests
Promptly answer the telephone using positive and clear English communication.
Close guest accounts at the time of check out ensuring the guest's stay was enjoyable, resolving issues as necessary
Supervise Front Office Agents to ensure exceptional service, and that policies and procedures are being followed correctly
Qualifications:

Education: High School Graduate or equivalent required; college education highly preferred

Experience: Prior supervisory experience preferred.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

Ability to train and supervise with strong leadership skills
Ability to make quick and efficient decisions to benefit the team and guest.
Ability to memorize and perform Resort Standards, AAA standards, and Mystery shopper standards
Ability to use a moderately complex computer system and troubleshoot software problems
Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.
Must type a minimum of 15 WPM
Personal Characteristics:Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language
Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review)
Working Conditions:

Attendance as scheduled is a critical element in all positions at The Scott Resort & Spa.

The Scott's leaders and employees believe each guest should be treated with respect and professionalism. We create genuine experiences. In order to be successful at The Scott, employees must share both our vision and our values. This includes possessing and demonstrating the highest level of courtesy and respect for both internal and external guests. Our fun, friendly, enthusiastic and empowered employees treat every guest as if they were our only guest. A true customer focus is essential to success with our property.

Source: Hospitality Online


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