Overview:
Front Desk Supervisor
The Front Desk Supervisor is responsible for assisting the Front Desk Manager while providing attentive, courteous and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy. The Front Desk Supervisor is also responsible for training of the Front Desk staff to ensure compliance and consistency in the front desk area.
Responsibilities:
- Train all front desk personnel on proper procedures for handling customer complaints, reservations, etc.
- Obtain all necessary information when taking room reservations and follow the rate quoting scenario.
- Monitor all VIP and special guest request.
- Review Front Office log and Trace File daily.
- Fully comprehend and operate all relevant aspects of the Front Desk computer system.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be aware of all closed out restricted dates.
- Be aware of all rates, packages and promotions currently underway as listed in the Red Book. Be familiar with all in-house groups.
- Follow and enforce all Hotel Division Hospitality hotel credit policies.
- Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
- Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
- Establish and maintain good communications and teamwork with fellow associates and other departments with the hotel.
- Assist the Front Desk Manager in ensuring that associates are following and maintain standards (i.e. answering phones, callbacks to guests, guest request log).
- Have knowledge of and assist in all emergency procedures as required.
- Oversee and ensure that all guests are check in/out in a friendly, efficient and courteous manner.
- Be able to perform, complete and ensue that all tasks and duties on the shift checklist are complete in a timely and efficient manner.
Qualifications:
- High School diploma or equivalent required.
- At least 2 to 3 years of progressive experience in a hotel or related field required.
- College course work in related field helpful.
- Previous supervisory responsibility preferred.