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Front Desk Supervisor

posted September 12, 2019

Hyatt Place Asheville/Downtown
Asheville, NC
748013 l

About This Job


This position is for the PM shift and is responsible for supervising all aspects of the Front Desk functions, in accordance with hotel standards. Direct, implement and maintain a strong service and management philosophy which serves as a guide to respective staff.

Essential Duties and Responsibilities

  • Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals.
  • Perform quality assurance (QA) requirements for department.
  • Access all function of computer system according to established procedures and standards.
  • Monitor and ensure that Front Desk and lobby areas are kept clean and organized at all times.
  • Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
  • Monitor staff performance in all phases of service and job functions.
  • Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  • Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards.
  • Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  • Assist staff with their job functions to ensure optimum service to guests.
  • Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day; promote positive guest relations at all times.
  • Monitor and handle guest complaints ensuring guest satisfaction.
  • Assist guests with reports of lost/stolen articles, following hotel policy.
  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
  • Ensure security of guest room access.
  • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards including, but not limited to contracted banks, shortages/overages, late charges, petty cash/paid outs, adjustments/allowances/corrections, posting charges, making change for guests, cashing personal/travelers checks, payment methods/processing, settling accounts, closing reports, cashier reports, balancing receipts, dropping receipts, and securing banks.
  • Review previous night's no-shows, verify and ensure billing of such.
  • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
  • Assist staff with expediting problem payments.
  • Monitor V.I.P arrivals.
  • Assist with daily/weekly payroll records as needed.
  • Report any damages, maintenance problems or safety hazards to the Engineering Department.
  • Perform other duties as required.


  • High school graduate.
  • Understand Property Management System (PMS) and daily selling strategies
  • Ability to compute accurate mathematical calculations.
  • Ability to clearly and pleasantly communicate in English with guests/visitors, management and co-workers to their understanding, both in person and by telephone.
  • Ability to provide legible communication and directions.
  • Previous supervisory experience.
  • Previous guest relations and/or training.

Additional Information

About Parks Hospitality Group . . . We are a family owned company based in Raleigh, NC focused on developing, owning and managing successful hotels. Parks Hospitality Group owns and manages six hotels in North Carolina and Tennessee with locations in Raleigh/Cary, Burlington, Wilmington, Nashville and Asheville. We are proud franchise partners with Hilton Worldwide, Marriott International, Starwood Hotels and Hyatt and currently have multiple projects in our developmental pipeline. To learn more, please visit


About This Employer

Hyatt Place Asheville/Downtown

199 Haywood Street
Asheville, NC 28801

(828) 505-8500

140 Room Hotel

Our Hotel

he Hyatt Place Asheville Downtown is one of the most iconic hotels in Asheville NC. When travelers stay with us, in scenic Downtown Asheville they are conveniently located near more than 200 locally owned restaurants, shops, and entertainment venues.

Rooms at The Hyatt Place Asheville Downtown are spacious and relaxing, with attached living space and luxurious amenities a stay will be nothing less than relaxing.

Guests can start their morning with cage-free eggs, steel-cut oatmeal, whole fruit, all-natural bacon and sausage, and more. They can get a caffeine fix in the AM, or sip a cocktail at the bar in the PM.