Front Desk Supervisor

2 days ago

Danbury, United States Ethan Allen Full time

Front Desk Supervisor Location: Danbury, CT, USA Req #: 535 Date: Tuesday, November 26, 2024 Position Summary: To oversee front desk operations which include reservations, guest interactions, schedules, and clerical duties. Essential Duties and Responsibilities: Previous experience required. Ability to cover call outs, night audit. Ability to complete weekly schedule. Answer the phone and operate the telephone switchboard. Greet and welcome all guests in a professional and hospitable manner. Register guests and assign them a guest room. Have a thorough working knowledge of hotel property management system, InnQuest, verify customers' credit, and establish how the customer will pay for their bill. Schedule associates as shifts arise. Keep records of room availability and guests' accounts using the specified computer system Opera. Working knowledge of all rates, packages, and booking restrictions. Review the reservation transaction reports daily. Compute bills and collect payments from guests. Issue room keys and help guests get all of their luggage to their rooms. Have full knowledge of all parking options and charges, always offering luggage assistance. Monitor guest accounts and post charges. Review accounts and charges with guests during the checkout process. Contact housekeeping or maintenance staff when guests report problems. Advise housekeeping staff when rooms have been vacated and are ready for cleaning. Keep in contact with housekeeping to keep accurate records of room status. Professionally handle guest complaints, solving problems, and follow up using EA service culture standards, apologize and empathize with guests when responding to complaints. Receive and expedite all guest messages, faxes, packages, and mail received. Verify and update room rates. Make and confirm reservations over the phone and those submitted online. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Record guest comments or complaints, referring customers to managers as necessary. Maintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished and maintained. Handle all lost and found inquiries efficiently and professionally, following proper guidelines. Recording and setting wake-up calls. Deposit guests' valuables in hotel safes or safe-deposit boxes. Responsible for safekeeping and issuance of keys. Responsible for handling department banks. Date-stamp, sort, and rack incoming mail and messages. Attend all department meetings. Knowledge, Skills, & Abilities: High School diploma or equivalent. Minimum years of experience. Flexibility to step into whatever role is needed at the time in order to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions, on-call shifts, overnight shift, working holidays. Ability to comply with all hotel policies and procedures. Willingness to work weekends, holidays, and/or flexible hours. Basic written and verbal understanding of English. Intermediate computer skills in Microsoft Office applications such as Word, Excel. Maintain room inventory on property operating system. Processes credit card transactions on a credit card terminal. Telephone, pen/pencil, photo-copying machine, computer, and printer. File folders, filing cabinet, facsimile machine, storage supply carts, towels/linen. Other details: Job Family: Hotel Job Function: 5A Administrative Svc Workers Pay Type: Hourly Apply Now #J-18808-Ljbffr

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