Front Desk Supervisor

Essential Job Functions

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands may vary depending on shift, business levels, type of business.

• Monitors and checks the quality of customer service at the front desk and doorpersons, resolves complaints and evaluates patterns or trends in customer complaints to plan corrective actions.
• Instructs new employees; observes and evaluates job performance of subordinates to provide feedback; develops/uses tools to promote programs to improve productivity, safety, profitability, etc.; motivates staff and maintains excellent employee relations.
• Maintains compliance to all local, state, and federal laws; demonstrates a professional manner with regard to compliance of all policies; notifies hotel management of problems needing immediate attention such as serious customer complaints, policy violations, safety concerns, cash shortages, etc.
• Performs front desk duties including check-ins and check-outs when busy and the employees need assistance; handles all account issues with checkouts including direct bill, gift certificates, vouchers, etc.; processes folio’s in a timely manner.
• Demonstrates working knowledge of appropriate housekeeping procedures relating to the Front Office including room status update; adheres to established lost and found procedures.
• Maintains good communication within hotel and department; conducts and facilitates effective meetings; prepares correspondence, instructions, etc.
• Performs all other duties as assigned by management.
• Knows how to perform duties on all shifts, including Night Audit.
• Adheres to all company policies and procedures.
• Knows department fire prevention and emergency procedures.
• Reports unsafe conditions to Maintenance, HR and GM including but not limited to accidents, injuries, near-misses, property damage or loss.
• Assists other Front Desk Personnel when need.
• Communicates effectively both verbally and in writing to provide clear direction to staff.   Assigns and instructs Front Desk Agents and Doorperson in details of work.   Observes performance and encourages improvement. 
• Greets guests immediately with a friendly and sincere welcome.  Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate actions and provides accurate information such as outlet hours and local attractions.
• Remains calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for other team members.   Resolves customer complications and complaints by conducting thorough research of the situation and the most effective solutions.  Makes decisions and takes action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.   Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered. 
• Manages Third Party Internet billing and arrivals. Prepares group arrivals. Prepares pre-arrival packets as requested/required.   Anticipates flow of arrivals and take necessary steps to ensure smooth check in/out.
• Trains new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel.  Ensures compliance with all brand standards.   Coordinates and tracks successful completion of training on PMS system.
• Monitors and tracks time and attendance of associates.   Reinforces attendance policy with staff; recommends to management progressive discipline procedures for associates who are not in compliance with standards. 

Knowledge, Skills, Abilities

The Hotel may consider the equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable.

• High school diploma required; college degree preferred. 
• At least 2 years of consistent hospitality experience, preferably at the Front Desk.
• Must possess the ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Must possess the ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism. 

• Must possess the ability to talk to many diverse kinds of people to give information, answer questions, and provide the required services.
• Must possess the ability to understand and follow directions and perform job functions under limited supervision.

• Must possess the ability to read, write, speak, comprehend and communicate effectively in English.
• Must possess excellent telephone etiquette skills.
• Must possess the ability to access and accurately input information using a moderately complex computer system.
• Must possess the ability to use a calculator and prepare moderately complex mathematical calculations without error.
• Must possess the ability to work a flexible schedule which may change from week to week. This includes the ability to work weekends, holidays and overnights. 

Physical Requirements

• Must possess the ability to stand and move throughout Front Office and continuously perform essential job functions.
• Must be able to stand during the entire shift.
• Must possess the ability to lift, push & pull up to twenty-five (25) pounds maximum.
• Must be capable of frequent talking, hearing, seeing and smiling.
• Must possess hearing and visual ability to observe and detect signs of emergency situations.

• All team members must maintain a neat, clean and well-groomed appearance. (Specific standards outlined in the team member handbook).

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.