Front Desk Supervisor

Overview

• Front Desk Supervisor is responsible for checking guest in and out, and for properly accommodating guests from start to finish. Utilizing opportunities to enhance the guest stay to promote a positive experience and recover if needed.  
• To have adequate communication with the front desk, bell, concierge, reservations and the PBX operator via phone and or radio, to ensure guests are assisted and satisfied with all their needs.
•  Assist staff with back office administrations, this includes: Sales, Marketing. Revenue; with tasks or assistance with new or in-house guests concerns.
• To oversee the day to day operations of the Hotel Front Desk & Office, and act as Manager on Duty in the absence of the FOM and GSM.

Work Requirements

• Must be able to resolve guest challenges efficiently and effectively with a great attitude. Utilizing all options to ensure a guest values their resolution
• Arrive on time for shifts to ensure front desk is supported, especially in the absence of FOM or GSM
• Willing to work on weekends and possibly increase the hours during summer season and even a 6th day depending on hotel operation needs
•  Great Communication skills, team player and ability to multitask
• Attend all required meetings
• Must have professional demeanor and appearance at all times. Full suits required
• Ensure smooth and efficient operation of the hotel during the shift as well as checking people in and out
• Sign Keys In & Out for all employees and personal Cash Drawer every shift
• Knowledge of software system to troubleshoot
• Training of all new hires in OPERA and approved company S.O.P.’s
• Review the Guest request log periodically during each shift and resolve any guest complaints
• Monitor guest messaging and in-house surveys to ensure all guest requests/complaints are followed up on immediately
• Check personal inbox and or emails
• Walk property to ensure lobby music is on and the property is in order (Signage, Podiums, Staffing, etc.)
• Make sure adequate office supplies are available at the front desk, notify immediate manager when inventory is low
• Block rooms for special requests and VIP guests
• Block rooms for arriving groups and ensure inventory is balanced leading up to group arrival
• Inspect VIP Rooms for quality
• Audit Disneyland tickets and City Passes daily
• Audit Walt Disney Travel packets and reconcile prior arrival dates
• Ensure the Front Desk Agents are Completing the high balance report
• Ensure Agent & Supervisor shift checklists are being completed accurately/daily
• Ensure Front Desk Agents Complete Bucket Checks which include verifying Rate, Departure Date, Initials, Signatures, Vouchers, Parking, & Credit Card Authorizations
• Update the queue and search for available rooms, communicate with housekeeping to ensure arrivals are checked in on time
• Provide accurate and detailed pass on information between shifts to the front desk, supervisors, & managers
• Read through Group Reservations and prepare all arrivals according to group contract & resume

• Ensure all Front desk agents have all the departures taken care of and cleared out of the system by 12pm

• Ensure all Front desk agents have all the queued reservation have key packets and registration cards

•  Ensure all Front desk agents have the queue updated as rooms become available, contacting each guest (Call/Text)

• Strong communication with on-coming shifts and all departments on property

• Read & understand hotel memo and group reservations binders periodically so all departments are on the same page

•  Ensure rooms are pre-blocked in accordance to the special request report

• Ensure all Front desk agents post all Disney tickets, parking, & miscellaneous postings to guest folios

• Responsible for issued bank. Open & Close Cash Drawer, count drawer, print out end of shift reports, & drop cash. Reconcile, audit, and report and variances  

• Responds to and resolve any guest issues or emergency situations for optimal guest satisfaction within the constraints of the hotels budget

• Respond to guest comments which include Comment Cards, Trip Advisor, Yelp! & GSS Surveys  

• Lead staff in Employee Handbook Standards of Conduct

• Lead by example and provide ongoing customer service training

• Maintain an organized and neat lobby as well as take property walks periodically. Report any deficiencies to Engineering Staff for resolution

•  Participate and plan front desk meetings

• Assist Operations Management as needed including clerical and administrative duties.

• Coach and counsel front desk associates to maintain high level of work and service standards

•  Primary workstation shall be located at the front desk to maintain a strong presence for guests and staff

• Ensure all Agents, Concierge, PBX and Bell Attendants go to lunch on time and stagger their break times for optimal coverage   

Education Requirements

• High school diploma
• Previous Reservation Experience and PBX experience.

Physical Requirements

• Must be able to lift up to 25 pounds of force occasionally, and/or negligible amounts of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to walk/stand for extended periods of time.  Flexible and long Hours sometime required.
• The job description is not an exclusive or exhaustive list of all job’s functions that an employee in this position may be asked to perform from time to time.

EOE/M/F/D/V/SO