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Front Desk Supervisor

2 months ago

Washington, United States Crescent Hotels and Resorts Full time
Job Summary

Crescent Hotels & Resorts is seeking a highly skilled and experienced Front Desk Supervisor to join our team. As a Front Desk Supervisor, you will play a critical role in ensuring the smooth operation of our front desk and providing exceptional guest service.

Key Responsibilities:
  • Interview, hire, train, and recommend performance evaluations for front desk staff
  • Resolve problems, provide open communication, and recommend discipline and/or termination when necessary
  • Respond to guest special requests, needs, problems, issues, and concerns, and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
  • Implement company programs and supervise the daily operations of the front desk to comply with SOPs, maximize revenues, and motivate staff to provide quality service and hospitality
  • Supervise front desk staff and remain calm and alert, especially during emergency situations and/or heavy hotel activity
  • Resolve customer complications and complaints by conducting thorough research and determining effective solutions
  • Make decisions and take action based on previous experience and good judgment
Requirements:
  • Ability to communicate in English
  • Self-starting personality with an even disposition
  • Maintain a professional appearance and manner at all times
  • Ability to communicate well with guests
  • Willingness to pitch-in and help coworkers with their job duties and be a team player
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy
  • Basic mathematical skills and ability to use a calculator to prepare complex mathematical calculations
  • Ability to access and accurately input information using a complex computer system
  • Ability to stand, walk, and continuously perform behind the front desk
  • Ability to observe and detect signs of emergency situations
  • Ability to communicate verbally and in writing and prepare complex reports
Performance Standards:

Our guests are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and staff with courtesy and respect, under all circumstances.

Work Habits:
  • Maintain a positive guest and staff experience by meeting and exceeding hotel standards for work procedures, dress, grooming, punctuality, and attendance
  • Be adaptable to change in your work area and in hotel procedures
  • Have the ability to solve routine problems that occur on the job and ask for help when needed
Safety & Security:

The safety and security of our guests and staff is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

This job description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor.

This job description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an at-will associate.

Crescent Hotels & Resorts is an equal opportunity employer and welcomes applications from diverse candidates.