Front Desk Supervisor

Job Summary: 

Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experience superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout. 

Essential Duties and Responsibilities 

• Manage and resolve all guest complaints in a professional and courteous manner
• Oversees front office/front desk operations during the overnight shift while providing excellent guest services.
• Process guest check-outs and handle monetary transactions
• Audits, balances, and reports on the various areas of the hotel (e.g., food and beverage, rooms, front desk, gift shop, etc.)
• Performs duties as Manager on Duty during overnight shift or Shifts as scheduled
• Performs duties of the Front Desk Agent as scheduled
• Register arriving guests and assigns rooms
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
• Enter same day reservations and future reservations, when necessary, know cancellation procedures
• Maintain an inventory of vacancies, reservations and room assignments
• Verify all account postings and balances
• Report any unusual occurrences or requests to the manager or assistant manager
• Use persuasive selling techniques to sell rooms and to promote services of the hotel
• Knowledgeable of room locations, types of rooms available, and room rates
• 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. Two to four years previous hotel-related experience preferred.  Knowledge of surrounding areas and local events. Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Knowledge of how to properly secure guest information. Skilled in the use of front office equipment.

Language Skills

Ability to communicate with public, hotel staff, and management in a professional manner. Knowledge of proper telephone etiquette. Ability to read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Ability to write routine reports and correspondence.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percentage.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

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

Other

Ability to work a flexible schedule, including evenings, weekends and holidays. Must have a valid driver’s license with a satisfactory motor vehicle record; required to operate both automatic and manual vehicles.  Must be at least 21 years of age.

Work Environment

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

Physical Demand

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 accommodations 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 regularly 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.