Front Desk Supervisor

7 days ago

Fort Worth, Texas, United States HEI Hotels and Resorts Full time
About Us

Come work where a new light shines in the heart of Fort Worth, a city rich in unique history, diversity, and character. Located at the crossroads of Downtown, the world-renowned Cultural District, and surrounding historic neighborhoods, The Crescent Hotel complements and extends these unique areas, serving as a fresh center point for the city.

Job Overview

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service, and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

Responsibilities
  • Communicate effectively both verbally and in writing to provide clear direction to staff.
  • Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.
  • Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
  • Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand-specific marketing programs.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other forms of payment.
  • Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using a positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job-related duties as assigned.
Qualifications
  • High school diploma required, college degree preferred.
  • One year experience in customer service in hospitality or similar industry.
  • 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.
  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Ability to stand, walk, and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
  • Ability to establish and maintain effective working relationships with associates, customers, and patrons.
  • Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public, etc.
Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness, creating value in your most important investment - you. For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal, and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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