Front Desk Supervisor

Description

Supervise the Front Desk Agents, Valet, Bell staff to ensure completion of essential duties necessary for an efficient Front Desk operation. May supervise other areas as Manager on Duty of Hotel in the absence of other supervisory personnel. Supervise the Front Desk Agents, Valet, Bell staff to ensure completion of essential duties necessary for an efficient Front Desk operation. May supervise other areas as Manager on Duty of Hotel in the absence of other supervisory personnel.

ESSENTIAL FUNCTIONS:

• Handle guest check-ins and check-outs efficiently and in a friendly and professional manner.
• Supervise Front Desk Agents, Valet, Bell staff and handle work load during shift. Complete shift check-lists as specified.
• Review VIP reservations, amenity orders, and resumes for incoming and in-house guests. Update the computer system by inputting inventory and non-inventory groups.
• Control suites to ensure suites and special blocks are handled correctly.
• Communicate with other departments to ensure proper handling of guests and groups. Maintain contact with Reservation and Sales regarding requests for suites, special accommodations, etc. Maintain control over rate changes on in-house guests
• 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.
• Answer/follow up on shift correspondence; e-mail and other electronic communication addressed to Front Desk Agents
• 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.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.

NON-ESSENTIAL FUNCTIONS:

• Train, cross-train, and re-train (when necessary) all Front Desk Personnel.
• Perform special projects and other responsibilities as assigned.
• Participate in hotel committees, MOD program and task force assignments.
• Assist the Front Office Manager in all areas requested and act in his/her place during his/her absence

Qualifications

Education: High School education or equivalent experience.

Experience: 1-2 years supervisory experience in a Hotel or other customer relations Position.

Skills and Abilities:

• Type a minimum of 35wpm; Hotel PMS/Reservation Systems, computer; Word/Excel 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 Standard Operating Procedures (SOPs).
• Knowledge of cash handling and credit transaction procedures.
• Ability to work variable schedules; including weekends