Overnight Front Desk Supervisor

3 weeks ago

Palm Springs, United States Parker Palm Springs Full time

** Overnight Front Desk Supervisor**

**Job Category****:** Front Office **Requisition Number****:** NIGHT01386 Showing 1 location **Job Details**

**Description**

Supervise Front Desk operations during your assigned shift to a consistently high standard

Ensure the team has a current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events

Monitor the appearance, standards, and performance of Team Members with an emphasis on training and team work

Maximize sales revenues through up-selling

Manage Guest requests, inquiries, and complaints promptly and completely

Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service

Responsible for the night audit process in the hotels PMS System. Serve as a Front Desk Agent, Concierge, and One Stop Agent as required. Other duties as required.

Guest Related Tasks

- Answer all in-house guest phone calls and answer all guest inquires.

- Answer all incoming hotel phone calls and transfer as needed.

- Thorough knowledge of facilities and services available to guest.

- Processes guest check-ins and checkouts.

- Uses proper telephone etiquette.

- Assist concierge in providing guest with information regarding hotel facilities and local attractions.

- Records the necessary registration and credit card information, verifying rate and departure information.

- Understands room status.

- Update room status per Housekeeping.

- Have full knowledge of rates in order to create reservations

- Create walk-in reservations.

- Record and conduct guest wake-up calls.

Communications Related Tasks

- Knowledge of room locations, types of rooms available, and room rates.

- Coordinates room status updates with the housekeeping department by notifying housekeeping of late checkouts, early check-ins and special requests.

- Use hotel two way radio systems, using proper etiquette.

- Be able to handle guest disputes, and requests concerning room types and other room related issues.

- Knowledge of cancellation policy.

- Knowledge of Pet Policy

- Knowledge of No-show policy.

System Related Tasks

- Input all guest information into the Opera system at time of check-in accurately.

- Update Opera system for any changes to the guest account.

- Make sure proper credit is obtained at time of check-in and extended stays.

- Make rate information is correct in Opera system compared to the registration card.

- Make sure Departure date is correct in the system compared to the registration card.

- Post all misc. charges to the guest account as required.

- Drop all cash received at the end of each shift according to cashier report from the Opera system.

- Count your bank at the beginning and end of each shift.

- Follow up with the guest and inform management of any guests who have exceeded their credit limit.

- Check out the guest accounts and keep a copy of the folio for your cashier report.

- Run End of Day process in the Opera system nightly.

- Close and run End of Day process in the Micros system nightly.

- Close and run End of Day process in the Lodgenet system nightly.

- Conduct a bucket check comparing the guest registration cards with the Opera system.

- Send the credit card settlement batches through the Proto Base system nightly.

- Send reports to the designated management teams.

- Print reports for the designated departments

**Skills**

**Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Flexibility****:** Inspired to perform well when granted the ability to set your own schedule and goals **Ability to Make an Impact****:** Inspired to perform well by the ability to contribute to the success of a project or the organization **Education**

**Required**

High School or better.

**Experience**

**Required**

Previous Hotel Front Desk experience. Service Orientation-ability to respond to guest concerns/satisfaction Problem Solving-ability to think logically and create solutions Self Efficacy-ability to demonstrate confidence independence and self direction. Excellent Verbal communication skills Ability to multi-task Able to stand for extended periods

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