Front Desk Supervisor

1 week ago

Midland, TX, United States Coury Hospitality Full time
  • Must have a true desire to satisfy the needs and desires of our guests and others in a fast-paced environment.
  • Perform all duties toward the goal of maximizing guest service.
  • Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention.
  • Be on alert for guests or visitors that appear to have questions or need aid and be ready to assistthem at all times.
  • Greet guests who have made advance reservations for lodging and register them in an efficient and pleasantmanner. Greet visitors who are looking for accommodations and attempt to meet their needs.
  • Set up accurate accounts for each guest checking in according to their preferences (room type, payment,etc.)?Accommodate room changes expediently.
  • Ensure a high level of knowledge of the hotel, including, but not limited to, hotel rates and promotions, roomtypes and layouts, hotel services and amenities, restaurant offerings and hours of operation, and hotel'shistorical significance.
  • Help train and develop the Front Desk Agents' knowledge and skills.
  • Work with management in providing constructive feedback to staff and to comply with company policiesand procedures.?Acquaint guests with city attractions, community events and nearby areas of interest.
  • Help resolve guest issues and respond to special requests. In the case of a service failure, listen empathetically to the issue, promptly report the issue to Management, and implement an appropriate service recovery response in order to restore guest satisfaction.
  • Settle guest accounts upon check-out and process forms of payment. Accurately following accountingprocedures and cash handling policies.?Respond to all questions, whether from a guest, visitor or a coworker, in a courteous, pleasant manner andgive out accurate, helpful information.
  • Responsible for proper key control and other security measures.
  • Participate in safety/security training and maintain knowledge of all safety procedures, including life safety, emergency/fire evacuation, and other protocols to ensure a safe and security environment.
  • Work closely and cooperatively with other front office and administration staff, including Valets, Bellman, Sales and Accounting team.
  • Exemplify strong teamwork and treat all coworkers with professional respect.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)?Properly handle lost and found items.
  • Report accidents, injuries, and any unsafe conditions to Management and Maintenance.
  • Report all maintenance issues for guest satisfaction.
  • Report to work wearing the required uniform and meeting professional grooming standards.
  • Maintain confidentiality of all guests and hotel information?Perform other duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES:
  • Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
  • Strong customer-relation skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact.
  • Ability to deal with guests when they are angry or upset.
  • Ability to supervise the front desk agents staff?Professional appearance and mannerism.
  • Knowledge of computer keyboard and printer operation. Ability to accurately and efficiently input information into computer systems
  • Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
  • Strong customer-relation skills with a total commitment to guest satisfaction. Must be a "people-person"who thrives on public contact.?Ability to deal with guests when they are angry or upset.
  • Ability to supervise the front desk agents staff
  • Professional appearance and mannerism.?Knowledge of computer keyboard and printer operation. Ability to accurately and efficiently inputinformation into computer systems
Requirements

EXPERIENCE
  • Previous Front Desk and Customer Service Experience
  • Hilton OnQ experience a plus

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