Front Desk Guest Services Supervisor

2 days ago

Fort Lauderdale, United States Shaner Corporation Full time

**Job Description - Front Desk Supervisor**

Shaner is an Equal Opportunity Employer and Drug-Free Workplace

**General Responsibilities**:
Responsible for supervising all aspects of the Front Desk functions, in accordance with hotel standards. Direct,

implement and maintain a strong service and management philosophy which serves as a guide to respective staff.

**Qualifications (Essential)**:

- High school graduate
- Ability to satisfactorily communicate in English with guests, co-workers and management to their understanding.
- Ability to provide legible communication.
- Ability to accurately compute mathematical calculations.
- Ability to work flexible shifts in a 24 X 7 business environment.

**Qualifications (Desired)**:

- Some College.
- Previous supervisory experience.
- Previous guest relations and/or training.
- Fluency in a second language, preferable Spanish.

**Skills**:

- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
- Ability to enforce hotel's standards, policies and procedures with Front Desk staff.
- Ability to sell available rooms, and input and access information into hotel systems.
- Ability to ensure security and confidentiality of guests.

**Standard Requirements**:
1. Supports the Mission, Values and Vision of Shaner, Franchise, and the hotel.

2. Ensures an atmosphere which allows for the privacy, dignity and well-being of all guests and employees in a safe, secure environment.

3. Supports, cooperates with, and implements specific procedures and programs for:
a. Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs.

**Confidentiality of all data, including guest, employee and operations data.**

c. Quality Assurance and compliance with all regulatory requirements.

d. Compliance with current law and policy to provide a work environment free from sexual

harassment and all illegal and discriminatory behavior.

4. Supports and participates in common teamwork:
a. Cooperates and works together with all co-workers; plan and complete job duties with mínimal

supervisory direction, including appropriate judgment.

b. Uses tactful, appropriate communications in sensitive and emotional situations.

c. Follows up as appropriate with supervisor, co-workers or guests regarding reported complaints,

problems and concerns.

d. Promotes positive public relations with guests and employees.

e. Completes requirements for in-service training, acceptable attendance, uniform and dress codes

including personal hygiene, and other work duties as assigned.

Essential Functions: (Include the following. Other job related duties may be assigned.)
- Be available to work a flexible schedule, including weekends, holidays, and varied shifts, as required to meet the needs of the Company’s business operations.
- Maintain complete knowledge at all times of:

- All hotel features/services, hours of operation.
- All room types, numbers, layout, decor, appointments and location.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day.
- Scheduled in-house group activities, locations and times.
- All hotel and departmental policies and procedures.
- Access all function of computer system according to established procedures and standards.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Monitor and ensure that Front Desk and lobby areas are kept clean and organized at all times.
- Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Monitor staff performance in all phases of service and job functions.
- Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situation and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor front desk log and any other logs and ensure that guest requests are met.
- Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards.
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist staff with their job functions to ensu

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