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Front Desk Manager

2 months ago

Houston, Texas, United States Hampton Inn Homewood Suites Houston Downtown Full time
Job Description

Job Title: Front Desk Supervisor

Job Summary:

We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Hampton Inn / Homewood Suites Houston Downtown. As a Front Desk Supervisor, you will be responsible for overseeing the front desk operations, providing exceptional guest service, and ensuring a seamless experience for our guests.

Key Responsibilities:

  • Supervise front desk operations during assigned shifts to maintain a consistently high standard of service.
  • Ensure that the front desk team has current knowledge of hotel products, services, pricing, and special promotional offers.
  • Monitor the appearance, standards, and performance of team members, with an emphasis on training and teamwork.
  • Maximize sales revenues through up-selling and marketing programs.
  • Manage guest requests, inquiries, and complaints promptly and completely.
  • Maintain the professional appearance of the front desk, with a focus on hospitality and guest service.
  • Check-in and check-out hotel guests in a confident, professional, and friendly manner.
  • Anticipate guests' needs, respond promptly, and acknowledge all guests, regardless of their status or time of day.
  • Review arrivals, noting special requests and blocking rooms as necessary for VIP and group arrivals.
  • Ensure proper credit card procedures are followed at all times and adhere to all cashiering procedures, including opening and balancing shift banks.
  • Communicate pertinent guest information to designated departments/personnel.
  • Provide concierge service, with fluent knowledge of local restaurants, special events, city attractions, and guest amenities.
  • Maintain complete knowledge of all hotel features/services, hours of operation.
  • Knowledgeable of hotel fire and emergency procedures.

Supervisory Responsibilities:

This role supervises all Front Office Associates and their duties, including training new staff, resolving customer challenges, and aiding in all departments.

Requirements:

  • Previous supervisory experience.
  • Previous experience in a front desk environment in the hotel industry.

Physical Demands:

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

While performing the duties of this job, the employee is regularly required to stand and walk and occasionally sit. The employee must occasionally lift, pull/push, and/or move up to 25 pounds.