Front Desk Supervisor
The Emily Morgan San Antonio - a DoubleTree by Hilton Hotel
705 East Houston Street
San Antonia,
TX
78205
- Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observes performance and encourages improvement.
- Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
- Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout front office area.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make changes and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
- Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
- Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees. Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Maintain adequate inventory of supplies. Prepare appropriate purchase orders in a timely manner to ensure proper par levels.
- Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
- Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system.
- Monitor and track time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.
- Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.
- Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
- Turns in all lost and found items and all guest room keys.
- Adheres to all company policies and procedures.
- Follows safety and security procedures and rules.
- Knows department fire prevention and emergency procedures.
- Utilizes protective equipment.
- Reports unsafe conditions to management.
- Reports accidents, injuries, near-misses, property damage or loss to management.
- Close guest accounts at the time of check out and ensure guest’s satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
- Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed
- Provides for a safe work environment by following all safety and security procedures and rules.
- All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
- Assists other Front Desk Personnel when need.
- Perform any related duties as requested by supervisor/manager.
À propos de The Emily Morgan San Antonio - a DoubleTree by Hilton Hotel
Revel in an atmosphere of history, sophistication, and style when you step foot in the Emily Morgan Hotel. Since its construction 1924, the building that now houses the Emily Morgan hotel has been an iconic Texas landmark, hovering majestically over the world-famous Alamo. During your stay at the Emily Morgan hotel, you’ll experience the very best in hospitality. With 177 warm, elegant guest rooms, on-site dining at the award-winning Oro Restaurant and Bar, carefully curated amenities, and easy access to the Alamo and San Antonio Riverwalk, The Emily Morgan has earned the reputation as the quintessential San Antonio hotel.
Take a look at our on-site amenities and upscale, boutique guest rooms to see why the Emily Morgan is San Antonio’s true destination hotel.
À propos de Westmont Hospitality Group
Benefits of working at Westmont
Career Growth within the company
You have the opportunity to work in different roles at one hotel, or move to different hotels in the portfolio, including across brands or internationally.
Entrepreneurial Culture
You have the chance to make an impact at Westmont. We value entrepreneurial spirit, and we encourage our team members to think of the hotel as their own. We appreciate creativity, flexibility, and we provide you with the resources you need to succeed.
Rewards and Recognition
As owner-operators, we understand the commitment and dedication necessary to run a hotel. We honor and value each team member’s service through reward programs at the hotel and corporate level. When you succeed, we all succeed.
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