Reception Operations Leader

1 week ago


Lincoln, Nebraska, United States Marcus Corporation Full time

Position Overview: The Front Desk Supervisor plays a crucial role in managing the front office operations, ensuring exceptional service delivery and guest satisfaction.

Key Responsibilities:

  1. Assist the front desk manager in training front desk, bell, and concierge personnel on hotel policies and operational procedures.
  2. Administer disciplinary actions as necessary, ensuring adherence to established protocols.
  3. Maintain high standards of quality and service within the front desk area.
  4. Oversee front desk operations, including greeting guests, processing transactions, managing the front office system, handling phone inquiries, and maintaining inventory of front desk supplies.
  5. Support the front desk manager with reservations, guest check-ins, and special arrangements for group bookings.
  6. Review daily shift reports and conduct necessary follow-ups.
  7. Effectively engage with both internal and external customers, employing patience, tact, and diplomacy to resolve conflicts and gather accurate information.
  8. Represent the hotel with professionalism and decorum at all times.
  9. Adhere to all company policies, procedures, and standards.
  10. Participate in mandatory meetings and training sessions for the Guest Services Department.
  11. Perform additional duties and special projects as assigned.

Qualifications:

  • High School Diploma required; advanced degree in hospitality preferred.
  • Minimum of 1 year of front desk experience required; supervisory experience preferred.
  • Availability to work a flexible schedule, including days, evenings, weekends, and holidays.
  • Basic mathematical skills and proficiency in operating a 10-key by touch.
  • Ability to address guest and employee concerns with a friendly and positive demeanor, demonstrating empathy and providing proactive solutions.
  • Excellent interpersonal, listening, and communication skills, with proficiency in reading, writing, speaking, and understanding English.
  • Strong telephone etiquette and professional presentation.
  • Demonstrated supervisory and organizational skills with the ability to manage multiple tasks effectively.

Location: United States



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