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Spv, Front Desk,

Posted April 2, 2021

Radisson Hotel Baltimore Downtown-Inner Harbor
Baltimore, MD
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About This Job

JOB OVERVIEW:  Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

ESSENTIAL JOB FUNCTIONS:

1.            Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

2.            Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.

3.            Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.

4.            Supervise the Guest Service Agents.

5.            Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.  Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

6.            Comply with attendance rules and be available to work on a regular basis.

7.            Perform any other job related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English.  Self-starting personality with an even disposition.   Maintain a professional appearance and manner at all times.       Can communicate well with guests.  Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.  Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.  Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.  Ability to access and accurately input information using a moderately complex computer system.  Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.  Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.  Ability to establish and maintain effective working relationships with associates, customers and patrons.

PERFORMANCE STANDARDS

Customer Satisfaction: 

Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with Crescent staff.  It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.  Every Crescent associate is a guest relations ambassador, every working minute of every day. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Radisson Hotel Baltimore Downtown-Inner Harbor

101 West Fayette Street
Baltimore, MD 21201

(410) 752-1100

323 Room Hotel

www.radisson.com

Our Hotel

Located in the heart of downtown and just a half mile from the Inner Harbor, Radisson Hotel Baltimore Downtown-Inner Harbor gives you easy access to area hospitals as well as the most captivating places in Charm City. The arts and entertainment district is packed with attractions within a half mile of the hotel. Take the kids to Oriole Park at Camden Yards and the National Aquarium, or see shows and expos at The Baltimore Convention Center and Royal Farms Arena. Want to get to Washington, D.C.? Penn Station is about a 10-minute drive from the hotel.

Head to the rooftop pool to soak up the sun before meeting friends or colleagues for drinks at Harbor Sports Bar and Grill, our on-site restaurant. When you want to explore the city, stop by our E-Concierge kiosk for travel tips and information. Enjoy these hotel amenities during your stay:

  • Rooftop outdoor pool 
  • 24-hour business center
  • Fitness center