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Guest Services/Front Desk Supervisor
3 months ago
SUMMARY:
Assist Management in all departments in the effort to generate profit, meet
or exceed budget expectations and maintain operational/guest standards.
Directly supervise Rooms Departments, including Front Office, Breakfast,
Housekeeping as assigned to ensure standards are being met and
operational efficiencies are being completed.
ESSENTIAL FUNCTIONS:
1. Train and motivate department personnel teams
2. Participate in the MOD Program (working regular weekends will be
required)
3. Check all daily reports and respond/advise accordingly your findings
4. Ensure guest special requests are fulfilled
5. Communicate with other property leaders in ensuring all guests
complaints and compliments are responded to in a timely manner
6. Monitor posting of guest charges to minimize a loss of revenue
7. Train within the rooms department and be able to serve and assist
guests within other jobs of the department including but not limited
too, Front Desk Agent, Breakfast Attendant, Housekeeping, and
Server.
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11. Monitor room availability and utilize FOSSE & MARSHA to ensure
hotel is maximizing room revenue and availability
12. Update FOSSE & MARSHA availability from cancellations and arrival/
departure date changes
13. Ensure that an effective cash control system is in place and that all
credit card, check cashing policies are adhered to
14. Oversee GSS scores for the entire hotel and prepare action plans with
other Leaders for improvement when/if needed
15. Focus on team member morale and attitude
16. Develop a culture where guest service is the main focus
17. Ensure team member attitude is consistently welcoming & positive,
with a “we’re always on-stage mentality
18. Ensure all team members are aware of anticipating guests needs
19. Ensure all department are compliant with all required trainings,
including but not limited to: Shaping Service/Commitment to
Clean/Loyalty Training, TIPS (or current tip training), Safety (PETRA),
DLZ (Digital Learning Platform), Marriott Trainings, etc.
20. Be present and actively oversee breakfast
21. Conduct frequent Housekeeping, Breakfast, Maintenance & Front
Desk inspection for: Cleanliness/Sanitation/Safety/Brand
Standards/Etc.
22. Educate all departments on Emergency Procedures (binder location,
etc.)
23. Establish effective departmental communication through current
systems, Meetings, and ongoing training (coaching and counseling)
24. Ensure daily stand-up is being held with positive energy & useful
information
3
27. Assist GM in compiling and completing EOM (End of Month)
packet
28. Carry our any reasonable request by Management
29. Ensure you are always leading by example
Please note this job description is not designed to cover or contain a
comprehensive listing of activities, duties, or responsibilities that are
required of the employee for this job. Duties, responsibilities, and activities
may change at any time with or without notice.
These duties may require you to frequently bend, lift, carry, twist, push, pull,
reach, kneel, and may require prolonged periods of standing and/or walking.
Must be able to lift, push, and pull a minimum of 50 pounds. You will be
trained to perform all of these functions within the required safety guidelines
and expectations.
Requirements:(Preferred) Operational knowledge of Fosse PMS preferred
(Preferred) Two years previous experience as a guest service/front desk agent for select service hotel with 100 rooms or more
Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
Demonstrate the ability to multi-task be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers
Must be able to convey information and ideas clearly
Must be able to evaluate and select among alternative courses of action quickly and accurately
Must work well in stressful high pressure situations
Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary
Must be effective at listening to understanding and clarifying the issues raised by co-workers and guests
Must be able to work with and understand financial information and data and basic arithmetic functions
Ability to perform numerical operations using basic counting adding subtracting multiplying and dividing
Ability to read comprehend and write simple instructions and/or short correspondence and memos
An operational knowledge of Microsoft Office suite
Must be willing and have the ability to work a varied schedule that may include evenings nights weekends and holidays
Holds an understanding of hotel products and guest services (i.e. lifestyle full service resort etc)
Ability to participate in the creation of an enjoyable work environment
