Front Desk Supervisor

4 weeks ago

Denver, Colorado, United States Sage Hospitality Group Full time

Job Overview

As a Front Desk Supervisor with Sage Hospitality Group, you will be responsible for ensuring the front office runs smoothly and efficiently, providing excellent service to our guests. You will supervise front office staff, train and direct their work, and resolve any issues that may arise. Your goal will be to maintain a high level of customer satisfaction and quality service.

Responsibilities

  • Supervise the front desk operations to ensure an optimal level of service and hospitality is provided to guests.
  • Train, direct, and coach front desk team members to ensure a quality operation.
  • Resolve customer issues, complaints, and problems in a quick and efficient manner to maintain a high level of customer satisfaction and quality service.
  • Complete established check-in procedures for arriving guests and facilitate guest departure to close the guest account and make the room available for the next guest.
  • Regularly calculate and post monies, receipts, guest accounts, and other forms of credit using accurate and proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
  • Courteously and accurately answer inquiries from potential guests and accept hotel reservations, using suggestive selling techniques to sell room nights, increase occupancy, and revenue.
  • Maintain good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses in person and on the telephone.
  • Operate the PBX equipment, including assisting outgoing calls, scheduling and setting wake-up calls, and paging guests.
  • Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Maintain a friendly, cheerful, and courteous demeanor at all times.
  • Perform other duties as assigned, requested, or deemed necessary by management.

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

1 or more full years of employment experience in a related position with this company or other organization(s).

Knowledge/Skills

  • Requires understanding of all hotel front office procedures.
  • Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
  • Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
  • Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
  • Requires supervision/management skills.
  • Ability to communicate information and hotel services to management and guests. Second language may be required.
  • Must be able to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to communicate in person and on the telephone frequently.
  • Ability to read written communiqués, analyzing reports, and seeing monochrome computer screen.
  • Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
  • Excellent literacy necessary to analyze report data, prepare reports, and initiate correspondence.
  • Continuous standing 90% of time - communicating with guests.
  • No climbing required. No driving required.
  • Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited.
  • Continuous standing -80% of shift.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Benefits

Medical, dental, & vision insurance

Health savings and flexible spending accounts

Basic Life and AD&D insurance

Paid time off for vacation, sick time, and holidays

Eligible to participate in the Company's 401(k) program with employer matching

Employee Assistance Program

Tuition Reimbursement

Marriott and Sage Hotels and Restaurant Discounts Worldwide

Free On-Site Parking

One free hot meal per shift

Free RTD EcoPass

Eligible to participate in the Front Desk Upsell Incentive Program

Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.

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