Front Desk Supervisor

1 month ago

Hollister Missouri, United States Westgate Resorts Full time
Job Description

As a Front Desk Supervisor, you are responsible for ensuring we provide the highest level of guest service and that our standards are met and always maintained.

As the Front Desk Supervisor, you will provide: 

Leadership and Management: schedule and provide direction to the Front Office team members as required, ensuring seamless coordination and service delivery. Stepping in as the Manager on Duty during the absence of the Front Office Manager, you supervise the Front Desk, Night Auditors, and Guest Services Agents, maintaining a high level of service quality.

Guest Registration and Services: warmly greet guests, handle their registration process, assign rooms, and enter their information into the property management system, ensuring a smooth check-in experience. As well as collecting security deposits upon guest check-in and explaining room charges, you accept payments through various methods, including cash, check, or credit cards, and issuing room keys and facilitating the check-out process are vital aspects of your role.

Communication and Guest Services: manage all incoming phone calls to the front desk and operator, transferring them as needed. Adapting phone settings to guests' requirements and providing assistance and information about hotel services, registration, and local amenities is part of your duties. Keeping an eye on room occupancy and availability ensures efficient room allocation and guest satisfaction.

Financial Transactions: as part of your responsibilities, you compute bills, collect payments, and provide change to guests, handle cash, and process credit card payments and credits.

Reservations and Record-Keeping: manage reservations, and post various charges such as room rent, pet fees, cleaning fees, upgrade fees, and other miscellaneous fees to guest folios.

Problem-Solving and Training: your role involves actively listening to guests and finding solutions to their concerns, ensuring their satisfaction.

Financial Management: balancing all cash, credit card, and other postings to the daily report at the end of your shift ensures accuracy in financial transactions. Also, making cash deposits in the safe maintains financial security.

VIP Coordination and Training: Coordinating with housekeeping for VIP guests' arrivals enhances their experience. You play a pivotal role in training new Front Desk personnel to uphold service standards.

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.

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