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Guest Services Manager
2 months ago
Job Title: Front Desk Supervisor
General Overview
The physical requirements outlined here are indicative of those that must be fulfilled by an associate to effectively execute the essential functions of this role. Reasonable accommodations may be arranged to assist individuals with disabilities in performing these essential functions.
While carrying out the responsibilities of this position, the associate is regularly required to stand, walk, utilize hands to manipulate, handle, or feel objects, tools, or controls, and communicate verbally or audibly. The associate must be capable of standing for the entirety of their shift, with the exception of scheduled breaks and meal periods. The associate frequently needs to reach with hands and arms and may occasionally be required to climb, balance, stoop, kneel, crouch, or crawl.
The associate must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move more than 100 pounds. Specific visual abilities required for this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
Provide leadership in organizing and facilitating regular departmental meetings. Attend regular Front Office leadership meetings.
Train associates, either in a classroom setting or one-on-one, to continually enhance the skills of the staff that report directly to you.
Administer disciplinary actions as necessary. Conduct performance reviews for associates according to the established schedule.
Engage in committees or activities outside of the department.
May be responsible for scheduling and managing payroll for the entire department.
Key Responsibilities
Always address guests by name. Listen attentively to each guest, focusing directly on them during every interaction.
Utilize exceptional hospitality skills, which include:
- Greet every guest with a smile.
- Communicate with guests in a warm, friendly, and courteous manner.
- Exhibit genuine and enthusiastic interest in the guest, paying complete attention.
- Anticipate guest needs and remain flexible in responding to them.
- Possess thorough knowledge of your role.
- Learn to take ownership of guest issues and resolve them effectively.
Responsible for overseeing all daily operations of the Front Desk.
Coordinate shift operations in accordance with corporate and local standard operating procedures, emphasizing guest hospitality by motivating and directing employees to work collaboratively, thereby presenting a professional, proactive, and well-trained team.
Manage the operational and staffing functions of your shift.
Your primary focus should be assisting Front Desk associates with check-ins, check-outs, financial transactions, shift closures, and other general support tasks.
Maintain and promote Guest Hospitality during shifts at all times.
Be prepared to train or instruct Front Desk Associates on a daily basis as needed.
Restock Suite Shop daily. Check storage areas and place orders as necessary to ensure adequate supplies.
Run and print CRM Arrivals and pre-check-in any loyalty program members arriving for the day.
Administer discipline and counseling when necessary, involving the Front Desk Manager in disciplinary situations as required.
Assist Front Desk Associates with guest issues or complaints.
Ensure that all equipment at the Front Desk is functioning properly. Report any equipment failures immediately.
Thoroughly complete the supervisor's checklist by the end of your shift.
Monitor Front Desk Associates' overtime.
Be familiar with the daily room selling strategy.
Have knowledge of all promotions and current programs.
Lead daily Rooms Control operations.
Maintain a high standard of personal hygiene and adhere to proper uniform guidelines at all times.
Ensure that all relevant information is communicated to the next shift manager or supervisor.
Language Skills: Ability to read and interpret documents such as safety rules, safety awareness information, operation and maintenance instructions, and procedure manuals. Ability to maintain logs and communicate effectively with customers and associates.
The hotel operates seven days a week, 24 hours a day. All associates must recognize this fact and understand that it may be necessary to adjust shifts based on business demands. Additionally, it is understood that business and weather conditions will dictate the number of hours worked, with some weeks scheduled for less than 40 hours and others for more than 40 hours.
Each associate is expected to fulfill all reasonable requests made by management that they are capable of performing.
Company: Huntington Hotels
Position: Front Desk Supervisor
Status: Full Time
Shift: Second (Afternoon)
Job Category: Hourly
