Front Desk Supervisor

Job Title:      Front Desk Supervisor

Status:          Non-Exempt

Job Summary: 

Assists the Hotel Manager in all duties of the front desk operation, with a focus of providing excellent customer service. Assists the Hotel Manager in staff training, inter-department communications, and staff scheduling. Maximizes revenue through cost control and proper front desk techniques.

Essential Duties and Responsibilities 

• Assist Hotel Manager in ensuring staff provides excellent guest services
• Assist Hotel Manager in hiring, training, coaching, and disciplining staff
• Determine work procedures and prepare work schedules to ensure the smooth operation of the front desk
• Assist Hotel Manager in empowering staff to successfully handle guest needs, special requests, and complaints
• Assist Hotel Manager in ensuring all guest service issues are resolved prior to guests leaving the property
• Assist Hotel Manager in training staff in proper reservation procedures, including successful selling techniques, current specials and/or promotions, and rate structures
• Effectively communicates and maintains teamwork among all hotel departments and Hotel Manager
• Strive to be innovative in new programs designed to maximize efficiency and increase productivity
• Assist Hotel Manager in performing administrative and financial duties such as daily reports, credit card reversals, accounts receivables, rooming lists, and office supply inventory
• Performs other duties as assigned

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience 

High school diploma or equivalent. Minimum of two years of experience at a front desk with complete understanding of front office operations. Previous experience in hospitality management preferred.

Language Skills 

Ability to communicate clearly and effectively with customers, co-workers, and managers. Ability to read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees or the organization.

Mathematical Skills 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. Ability to apply concepts of basic algebra. Updated 12/21/2020

Reasoning Ability 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills 

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Payroll systems; Internet software; Property Management software; and Database software.

Other 

Ability to work a flexible schedule, including evenings, weekends and holidays. Superior customer service and public relations skills. Excellent organization and time management skills.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 50 pounds. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; and reach with hands and arms. The employee is required to have close vision, distance vision and peripheral vision.