Front Desk Supervisor

JOB SUMMARY

Responsible for the supervision of all aspects of the Front Desk functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.

MINUMUM REQUIREMENTS

High school graduate or equivalent, some college

Previous experience as a Guest Service Agent · Must be able to satisfactorily communicate in English with guests, management and co-workers

Must be able to provide legible communication · Ability to enforce hotel's standards, policies and procedures with Front Desk staff.

Ability to prioritize and organize work assignments; delegate work · Ability to direct performance of staff and follow up with corrections where needed ·

Must be able to think clearly, analyze and resolve problems exercising good judgment · Ability to focus attention on details ·

Ability to remain calm and courteous when consulting with demanding, difficult guests and/or situations · Must be able to perform job functions to standards under pressure of multiple arrivals and departures

Flexible work week to include weekends and holidays.

JOB DUTIES (a full list of duties will be presented at interview or upon offer)

Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location.

All room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day.

Scheduled in-house group activities, locations and times. All hotel and departmental policies and procedures.

Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up items. Access all function of computer system according to established procedures and standards. Answer department telephone within three rings, using correct greeting and telephone etiquette. Check Front Desk and storage areas for proper supplies, organization and cleanliness.

Instruct designated personnel to rectify any cleanliness/organization deficiencies. Review the previous day's occupancy and room revenues. Monitor revenues derived from telephone, garage and sundries. Monitor expenses (telephone, cost of sales, supplies, commissions and labor).

Resolve discrepancies with Accounting. Track actual numbers against budget. Ensure that staff report to work as scheduled. Document any late or absent employees. Coordinate breaks for staff.

Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: Contracted banks o Shortages and Overages. Late charges, Petty cash and paid outs, Adjustments, Posting charges, Making change for guests.

Cashing personal or travelers checks, Payment methods or processing, Settling accounts, Closing reports, Cashier reports, Balancing receipts, Dropping receipts, Securing banks, Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

Pre-employment background screening is required as a condition of employment. EOE/M/F/Vet/Disabled