Front Desk Supervisor

16 hours ago

Danbury, United States Ethan Allen Full time

Position Summary: To oversee front desk operations which include reservations, guest interactions, schedules, and clerical duties. Essential Duties and Responsibilities: 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. Date-stamp, sort, and rack incoming mail and messages. Attend all department meetings. Devise packages and other deals for the upcoming periods. Be informed of all events taking place at the hotel on a daily basis. Yield Management implementation to include assisting with yield control and pricing structure set forth with front office manager. Posting bills and charges to the accounts of small groups. Answer questions for guests both at the front desk and over the phone. Make special deliveries to guest rooms with gift baskets, champagne, and other special ordered food and beverage items. Know all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency situation. Keep log of all maintenance problems and inform house person of said problems. Responsible for emergency response and evacuation according to company emergency procedures manual. Gift Shop maintenance and ordering of supplies, making sure the gift shop is always kept well stocked with the core items needed for purchase by the guests. Inventory of essential items and supplies of the front desk to include key cards, envelopes, petty cash slips, etc. Directly supervises front office and guest services teams and manages the front office team in Front Office manager’s absence. Make recommendations to management regarding development, training, and corrective action of team members. Follow up on guest history, group block pick-ups, and cut-off dates. Assist in the training, development, and direction of the Hotel Front Desk. 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 hotels policy 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. Process credit card transactions on a credit card terminal. Familiarity with telephone, pen/pencil, photo-copying machine, computer, and printer. Knowledge of file folders, filing cabinet, facsimile machine, storage supply carts, towels/linen. Job Family: Hotel. #J-18808-Ljbffr

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