Front Desk Supervisor

5 days ago

Santa Monica, California, United States Crescent Services Full time
Front Desk Supervisor Job Description

Crescent Services is seeking a highly skilled and experienced Front Desk Supervisor to join our team. As a Front Desk Supervisor, you will play a crucial role in ensuring the smooth operation of our front desk, providing exceptional customer service, and leading a team of Guest Service Agents.

Key Responsibilities:
  • Respond to guest requests, needs, and concerns, and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
  • Supervise and provide guidance and leadership to the Guest Service Agents, communicating effectively both verbally and in writing to provide clear direction to staff.
  • Manage and train our Front Desk staff, ensuring the highest level of customer service for our guests.
  • Schedule shifts, handle guest complaints and requests, maintain an in-depth knowledge of hotel services and local attractions, and ensure rooms are impeccably presented.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
  • Make appropriate selections of rooms based on guest needs, code electronic keys, and provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
  • Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, and balance an assigned house bank.
  • Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Requirements:
  • Front Desk Supervisor experience strongly preferred.
  • Must be available to work a flexible schedule to include holidays, nights, and weekends.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Ability to observe and detect signs of emergency situations.
  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

Crescent Services is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a safe and inclusive work environment for all employees.

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