Front Desk Supervisor

Description

JOB SUMMARY

The Guest Service Rep ensures that all guests receive the highest service level of hospitality during their stay. The Guest Service Rep is responsible for maintaining good personal and working relationships with internal and external clients.

This position will mainly be evening and weekend shifts. The supervisor would work the morning shifts when the General Manager is not working the desk.

Hours of Front Desk Operations:

Monday-Friday 9am-8pm

Saturday and Sunday 10am-5pm

ESSENTIAL FUNCTIONS

• Lead and train your Front Desk Team to SUCESS!
• Assist the General Manager with day to day operations.
• Ensure all payments are processed accordingly and in a timely manner.
• Ensure an excellent first impression for all guests and potential guests.
• Offer assistance to guests and provide concierge service regarding hotel and the community.
• Ensure guests’ check-in and departure experience is warm and welcoming.
• Work with the team to coordinate and provide services in housekeeping, maintenance, sales and operations.
• Assist in processing laundry.
• Assist with cleaning common areas
• Responsible to utilize and follow all Safety and Security procedures.
• Responsible for secure cash handling and processing procedures.
• Manage confidential information for the company and guests.
• Responsible for proper administration for key control.
• Routinely conduct property/security walks.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Microsoft Office products.
• Knowledge of hospitality guest management systems.
• Excellent verbal and written communications skills.
• Good organizational skills, detail-oriented.
• Comfortable working in an environment that requires multitasking.
• Focused on providing exceptional customer service.
• Able to problem solve and resolve issues effectively and efficiently.

PREFERRED EDUCATION/EXPERIENCE

• High school diploma or GED; or 6+ months working in customer service
• Cash-handling experience

PHYSICAL DEMANDS

The employee is frequently required to sit, stand, walk, reach with hands and arms, and to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and peripheral vision. The noise level is usually moderate.

PERSONAL DRESS AND APPEARANCE

You will be provided a company uniform shirt and are to report to work each day in a clean and presentable shirt. Employees need to provide their own personal footwear and pants. The shoes/boots need to be in good repair and have a closed toe. Under no circumstance should an employee work in sandals or any open toed shoe. When you are called in to work, you need to be dressed in your uniform before helping a guest. You are to present to the guest an agreeable and socially acceptable appearance. Hair color, body art, piercings, hats, logos, gang colors, decorations, etc. which are deemed to be unacceptable to the GM will cause you to be laid off unless corrected.

GUEST RELATIONS

As a condition of employment, employees are strictly prohibited from socializing with guests. You should never be in a guest’s room unless working, and there for a legitimate business reason. Guests should never be in your break area room. Employees are prohibited from performing work or other personal services for pay, trade, or as a personal favor for guests. Even when you are off duty, you are prohibited from socializing, babysitting, and assisting with errands, dinner, entertainment, or other activities away from the property. Employees should not accept tips or gifts from guests. If at any time a personal relationship begins to develop between you and a guest, or you seek clarification of this policy, you need to report the circumstances to the GM immediately.

FAMILY

Company policy restricts employment of relatives at the same property. Report to the GM if you are related by blood or marriage to any other employee, applicant, or guest in the hotel. Failure to report these family relationships is justification for discipline. Relatives are allowed to work at other WoodSpring Suites locations if they are qualified and meet all of our employment standards.

CASH DRAWER, SAFE AND OFFICE

Employees should not enter the office area when the office is closed unless for a valid business purpose. You are not to use the property computer for personal reasons, and are specifically prohibited from using the internet in the office unless for business. You are accountable for all cash, checks, and credit card receipts processed during your business shift. Failure to account for cash, unauthorized discounts, and failure to follow correct guest check-in/check-out procedures will result in discipline. You should only open the safe when necessary, and no employee should open the “manager’s safe”. Only the manager on duty should take deposits to the bank. Exceptions to this rule must be approved by the Area Manager in advance.

PERSONAL SECURITY & WORK PLACE INJURIES

Your personal safety at work is of primary importance to the company. Please follow these important work safety rules:

• Never be alone with a guest in a room with the door closed, never allow a guest access to the commercial laundry, back office, or storage rooms.
• Complete all of your Clean & Safety certification checklists; make sure you understand all of the dangers of chemicals, blood borne pathogens, and equipment around the hotel.
• Always use your personal protection equipment (PPE). If any PPE becomes broken or lost, report it immediately to the General Manager.
• Never engage with a guest if they are violent or could cause harm to you. Call 911 and secure the area as best you can without threat to your personal safety.
• Make sure you understand all of the emergency procedures, where the shut-offs are located and what to do if hurt on the job.
• Maintain good footwear. Ask for help when lifting heavy objects, and perform every assigned task the correct and safe way every time.

DISCLAIMER

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Why Join Concord?

At Concord Hospitality, we invest in our associates through training and development at all levels. Our “Associate First” culture supports growth, balance, and diversity.

We are built on five cornerstones: Quality, Integrity, Community, Profitability, and FUN!

Our associates proudly cheer:

“We Are Concord!”

We are an equal opportunity employer committed to diversity and inclusion and strive to be a Great Place to Work for All.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.