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Front Desk Supervisor

2 months ago

Santa Monica California, United States Sage Hospitality Full time
Job Overview

We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Sage Hospitality. As a key member of our Front Office team, you will be responsible for ensuring exceptional guest experiences and providing top-notch customer service.

Key Responsibilities
  • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to guests.
  • Train, direct the work of, resolve issues/problems and coach and counsel front desk team members to ensure a quality operation.
  • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
  • Complete established check-in procedures for arriving guests and facilitate guest departure in order to close the guest account and make the room available for the next guest.
  • Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
  • Courteously and accurately answer inquiries from potential guests and accept hotel reservations. Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Maintain good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
  • Operate the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
  • Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Maintain a friendly, cheerful and courteous demeanor at all times.
  • Perform other duties as assigned, requested or deemed necessary by management.
Requirements
  • High school education or equivalent experience.
  • 1 or more full years employment experience in a related position with this company or other organization(s).
  • Requires understanding of all hotel front office procedures.
  • Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
  • Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
  • Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
  • Requires supervision/management skills.
  • Ability to communicate information and hotel services to management and guests. Second language may be required.
  • Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.