Front Desk/Office Supervisor
3 weeks ago
Supervise the Front Desk operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals. Position is responsible for the assisting the department manager(s) with short term planning and day-to-day operations of the Front Desk and carrying out initiatives to ensure excellent service and quality. The major areas of responsibility/management include: Front Desk, Bell Stand, & PBX. Recommends, implements and monitors the Department's budget and manages expenses within approved budget constraints.
Responsibilities:
Responsibilities of Gold Key|PHR Supervisors:
Understand the needs of the shift, deploy resources and communicate the plan to the staff department so that products and services are delivered timely and to the department’s specifications.
Use the department’s Job Skill Handbooks to consistently coach and train Associates.
Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.
Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service.
Monitor daily time and attendance including clock in and out to ensure daily labor budget is met. Make adjustments as needed to respond to call offs or changes in forecasted business volume.
Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction. Understand and escalate guest concerns when necessary.
Champion Gold Key/PHR’s service culture, “The Keys to Making it Right” to proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.
Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.
Proactively manage safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.
Ensure individual compliance with all Gold Key|PHR, Brand and state or federal training requirements for your role to include new hire, certification and re-certification as needed.
Other duties as assigned.
Handle guest check-ins and check-outs efficiently and in a friendly and professional manner
Supervise desk clerks and work load during shift. Complete shift check-lists as specified
Run accurate room status reports in a timely manner and relay necessary information to effected departments and individuals
Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to effected departments and individuals
Print cashiers report and verify balances. Verify all banks and deposits accordingly
Monitor key control to maintain hotel security
Respond to guest questions regarding the hotel. Know the lay out of the hotel including all suites, parlors, meeting rooms and all outlets' location and hours of operation
Maintain good working relationships and open lines of communication with all other departments.
Train, cross-train, and re-train (when necessary) all Front Desk Personnel
Assist Front Desk and/or Front Office Manager when necessary
Oversee associates duties and inspect work for conformance to prescribed company/franchise standards of cleanliness.
Assist in preparing schedules for the department and forwards same to senior management for approval.
Inventories stock to ensure adequate supplies
Investigate complaints and take corrective action or take to Senior Management for assistance.
Prepare any reports concerning room occupancy, payroll expenses, and department expenses. Communicate issues to senior management and refer any that were not resolved.
Greet and interact with the guest in a frinedly and professional manner creating the "WOW" experience
Possess full knowledge of all matters relating to proper techniques as established by hote/franchise requirements.
Interact with fellow associates and guests in a courteous and professional manner
Ensure that all guest requests you receive are satisfied in a timely and efficient manner. Provides service in a highly professional manner at all times.
Conduct daily pre-shift meetings
Attend weekly staff meeting when directed by managment
Record data concerning work assignments and special projects and prepare periodic reports.
Ensure that the resort maintains all WA standards as defined by any third party affiliations
Enforce 100% staff compliance with uniform and grooming standards
Report unsafe work conditions/practices and safety/security violations in accordance with Company policy
Assign all associates their duties, and inspect their work for conformance to prescribed company/franchise standards
Other duties as assigned
Qualifications:
TypeQualification
EducationHigh School education or equivalent experience
Experience1-2 years supervisory experience in a Hotel or other customer relations position.
SkillType a minimum of 35wpm. IBM data entry experience desirable. Ability to communicate in English. Second language desirable. Ability to achieve positive guest relations and maximize guest satisfaction. Ability to handle cash and credit transactions. Ability to enforce all company rules and SOPs. Supervisory skills.
EducationHS Diploma required
ExperienceMinimum of 1 years experience in supervisory position required
ExperienceExperience Minimum of 2 years experience in front office setting at a major hotel.
SkillProfessional communication skills and basic computer knowledge
SkillDemonstrated ability to work as a positive member of a leadership team, developing Associates to their maximum potential and maintaining a supportive work environment.
SkillAbility to respond to common inquiries or complaints from other departments, guests, regulatory agencies, or members of the business community.
SkillAbility to apply mathematical operations in accomplishing job tasks.
SkillProficiency with Computer and knowledge of Property Management System
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