Front Desk Supervisor
4 weeks ago
We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Rosewood Hotel Group. As a key member of our Front Office team, you will be responsible for ensuring that our guests receive exceptional service and that our hotel operations run smoothly.
Key Responsibilities- Manage all aspects of the Front Desk experience and functions, in accordance with Rosewood hotel standards.
- Direct, implement and maintain a service and management philosophy that serves as a guide to respective staff.
- Support all Front Office associates, including Front Desk Agents, Guest Services and Concierge.
- Work with leadership team to elevate the guest experience, guest activities, associate relations and the training of new associates.
- Ensure that guest service standards are maintained at a superior level on a daily basis.
- Anticipate guests' needs, respond promptly and acknowledge all guests.
- Resolve guest complaints, ensuring guest satisfaction.
- Maintain complete knowledge of all hotel features, services, hours of operation, room types, room rates, special packages and promotions.
- Assist with par levels for supplies and equipment, and work with leadership team to replenish shortages or additional items needed for the anticipated business.
- Assist associates with their job functions to ensure optimum service to guests.
- Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
- Ensure security of guestroom access.
- Monitor, adhere to and ensure that all cashiering procedures comply with Accounting policies and standards.
- Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
- Ensure all closing duties for associates are completed before associates sign out.
- Foster and promote a cooperative working climate, maximizing productivity and associate morale.
- Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
- Assist guest upon arrival/departure with luggage and vehicle retrieval and parking.
- Minimum two years' experience as a Front Desk Agent for a luxury or ultra-luxury property.
- Previous Supervisor experience is preferred.
- High school diploma.
- Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest/associate information and pertinent hotel data.
- Familiarity with yield management and ability to suggestively sell available rooms; ability to input and access information in the property management system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without direct supervision.
- Flexible availability is required for this position to include days, evenings, weekends and holidays. Able to work overnight shift if needed.
- Required to speak, read and write English, with fluency in other languages preferred.
- Must be able to exert physical effort in transporting a minimum of 35 pounds, endure various physical movements throughout the work areas; reach up and down, pull and push, remain standing stationary for long periods of time throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
- Valid Driver's License with the ability to drive manual and automatic vehicles.
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