Front Desk Supervisor

2 days ago

Grand Rapids, Michigan, United States Homewood Grand Rapids Full time
Job Summary:

The Front Desk Supervisor is responsible for providing exceptional customer service to all guests, while assisting the Front Desk Manager and/or General Manager in maximizing room revenue and occupancy. This role requires a high level of attention to detail, effective communication skills, and the ability to work well under pressure.

Responsibilities:
  • Assist the Front Desk Manager and/or General Manager in ensuring that all guests are checked in/out in a friendly, efficient, and courteous manner.
  • Monitor all V.I.P. and special guest requests, and ensure that all necessary information is obtained when taking room reservations.
  • Review the Front Office log and Trace File daily, and ensure that all messages, packages, and mail are delivered in a timely and professional manner.
  • Be aware of all rates, packages, and promotions currently underway, and be able to perform all duties of a Front Desk Agent.
  • Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.
  • Assist the G.S.M. in ensuring that associates are following and maintaining Aimbridge Hospitality standards.
  • Have knowledge of and assist in all emergency procedures as required.
  • Maximize room revenue through Rooms Merchandising, and answer all guest inquiries in a timely and professional manner.
  • Be involved in departmental meeting planning and execution, and help maintain productivity levels at or above budgeted standards.
  • Perform any other duty as required by management, and assist in training of new hires and current associates on a regular basis.
Requirements:
  • At least 2 to 3 years of progressive experience in a hotel or a related field required.
  • High School diploma or equivalent required.
  • College course work in a related field helpful.
  • Previous supervisory responsibility 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.

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