Front Desk Supervisor
1 month ago
Supervises the seasonal staff and assists in representing the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.
Responsibilities:
- Ensures outstanding customer care at all times.
- Maintains a friendly, cheerful and courteous demeanour at all times.
- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
- Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Supervises daily shift process ensuring all team members adhere to standard operating procedures.
- Trains, directs the work of, resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.
- Resolves customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Adheres to company credit limit/floor limit policies.
- Allocates rooms to expected arrivals after checking the guest’s preferences and special requests.
- Builds strong relationships and liaise with all other department's especially housekeeping, reservations etc.
- Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
- Cross Checks all billing instructions are correctly updated
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Supervises the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Performs other duties as assigned, requested or deemed necessary by management.
- Ensures Front office log book and hotel log book is always updated and actioned upon.
- Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
- Participates in hotel committees and task force assignments.
- Assists all departments in servicing the guests during high volume periods.
- Takes responsibility in the absence of the Duty Manager/Front office manager
Qualifications:
Qualifications:
- Degree, Diploma, Certification or extensive experience in Hospitality Management, hotel or other related field is preferred.
- Must have experience motivating and leading a winning team.
- Knowledge of Opera / Fidelio / Other world Class Property Management System is required.
- Minimum three to five years of experience as Front Office Associate / Front office cashier in a hotel.
- Must have computer knowledge and experience in MS Office programs.
Physical Requirements:
- Standing with or without movement for extended periods of time.
- Must be able to bend, push up to 20lbs and lift up to 20lbs.
- Must frequently use hands to handle, or feel objects, tools, or controls; and reach with hands and arms.
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