Front Desk Supervisor
4 days ago
The Front Desk Supervisor is responsible for assisting the Front Office Manager in the daily operations of the Front Desk Department and Guest Service areas. This role ensures that the front desk operation meets hotel standards for maximum guest satisfaction.
Key Responsibilities
• Ensure efficient guest registration, check out, and telephone service.
• Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure.
• Maximizes hotel revenues through up-sell programs and occupancy strategies.
• Ensure guest complaints and requests are handled in a courteous and professional manner.
• Monitor and respond to Guest Satisfaction Surveys and guest comments.
• Direct and train Front Office staff, assist in new-hire and on-going training.
• Participate in the hiring process of new staff members, assist with the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
• Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly, and other departments are notified of room assignment.
• Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
• Ensure proper staffing levels based on hotel demand and all necessary reports and forms are completed daily.
Requirements
• High school or equivalent education required, Bachelor's Degree preferred.
• Prior Front Desk experience required, one to three years experience in a supervisory role preferred.
• Knowledgeable of loyalty programs, brand standards, and hospitality industry systems preferred.
Working Conditions
The Front Desk Supervisor will work primarily in an indoor environment with moderate temperatures and controlled by hotel environmental systems. The role requires standing and exerting well-paced mobility for up to four hours in length, as well as lifting up to 45 lbs. as needed.
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