Front Desk Supervisor

4 weeks ago

Chattanooga, Tennessee, United States MSCCN Full time

Job Summary

The Front Desk Supervisor is responsible for assisting the Front Desk Manager and/or General Manager while providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

Responsibilities

At least 2 to 3 years of progressive experience in a hotel or a related field is required.
High School diploma or equivalent is required.
College course work in a related field is helpful.
Previous supervisory responsibility is preferred.
Must have a valid driver's license for the applicable state.
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 be able to work well in stressful, high-pressure situations, including the ability to handle guest objections and disputes to satisfactory results.
Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
Must maintain composure and objectivity under pressure.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
Must be able to work with and understand financial information and data and basic arithmetic functions.

Responsibilities:

Approach all encounters with guests and associates in a friendly, service-oriented manner.
Maintain regular attendance in compliance with MSCCN standards as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
Comply at all times with MSCCN standards and regulations to encourage safe and efficient hotel operations.
Maintain a friendly and warm demeanor at all times.
Set the standard for guest relations at the Front Desk.
Obtain all necessary information when taking room reservations.
Monitor all V.I.P. and special guest requests.
Review Front Office log and Trace File daily.
Fully comprehend and execute all relevant phases of the front desk computer system.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Be aware of all rates, packages, and promotions currently underway.
Be familiar with all in-house groups.
Be aware of all closed-out and restricted dates.
Follow and enforce all MSCCN hotel credit policies.
Be able to perform all duties of Front Desk Agent.
Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
Maintain proper operation of the P.B.X. console and ensure that all MSCCN standards are met.
Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates, be the team leader).
Assist the G.S.M. in ensuring that associates are following and maintaining MSCCN standards (i.e., answering phones, call-backs to guests, guest request log).
Have knowledge of and assist in all emergency procedures as required.
Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.
Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
Ensure that associates are at all times attentive, friendly, helpful, and courteous to all guests, managers, and all other associates.
Ensure the maximization of room revenue through Rooms Merchandising.
Answer all guest inquiries in a timely and professional manner.
Be involved in departmental meeting planning and execution.
Help maintain productivity levels at or above budgeted standards.
Perform any other duty as required by management.
Assist in training of new hires and current associates on a regular basis.
Attend meetings as required by management.
Access to back-of-house areas of the hotel and sensitive information.
Demonstrated ability to handle cash, prepare, and deposit cash drops, secure, and balance bank.
Interact and occasionally have unsupervised contact with guests and/or colleagues.
Access and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, Storage/Liquor Room, and secured file cabinets.
Drive safely on behalf of the company for business reasons.
Maintain a high level of trust and responsibility.
Represent the company with a certain level of reputation and good character, as well as exercise sound judgment.

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