Job description

Job Description

JOB TITLE: FRONT DESK SUPERVISOR

REPORTS TO: Director of Guest Services and/or General Manager or Assistant General Manager

STATUS: Non-exempt

JOB SUMMARY

The Front Desk Supervisor is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. He/she is also responsible for all reservation and inquiry calls during their shift. In addition, this position will assist the Director of Guest Service in training and supervising other employees. He/she is expected to develop superior service skills in dealing with clients, guests and coworkers.

QUALIFICATION STANDARDS

EDUCATION & EXPERIENCE

• Experience in hotel or a related field preferred.
• High school diploma or equivalent required.
• Associate or bachelor degree with an emphasis in Hotel Management, Hospitality Management and/or related fields preferred.
• Must have a valid driver’s license.
• MVR must meet LodgeWorks/Brand qualifications.
• Must be fluent in English.

PHYSICAL REQUIREMENTS

• Long hours sometimes required.
• Must be able to work evenings, weekends and holidays as needed.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

MENTAL REQUIREMENTS

• Must work well and maintain composure and objectivity in stressful, high pressure situations.
• Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.

MENTAL REQUIREMENTS (continued)

• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.
• Must be able to assimilate complex information and data from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

DUTIES AND RESPONSIBILITIES

SERVICE ATTITUDE AND COMMUNICATION

• Maintain high standards of personal appearance and grooming, which include compliance with LodgeWorks/Brand dress code and uniform requirements. Enforce these same standards with all employees.
• Maintain a professional and friendly demeanor at all times.
• Must be always attentive, courteous and efficient in the dealings with clients, guests, managers and all other employees.
• Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
• Demonstrate a genuine care and commitment to guest service.
• Greet and welcome all guests approaching the front desk in accordance with LodgeWorks/Brand standards.
• Develop a team player attitude for the good of the hotel.

MANAGERIAL RESPONSIBILITY

• Assist the Assistant General Manager/Director of Guest Service in training front office employees, and provide on-going coaching, communication and motivation of the front desk staff.
• Assist with front desk scheduling and coverage of shifts if the need arises. This includes being the first person on call for coverage.
• Offer constant support to front office staff and handle the more difficult situations, such as carrying the burden of staying late on shifts to ensure all duties are complete and the front office staff is comfortable with their responsibilities.
• Maintain a high level of confidentiality.
• Actively participate in the interviewing process of new applicants.
• Administer all cash control and cash handling procedures (i.e. cash drawers, safe deposit boxes and avert potential theft problems).
• Remain conscientious of existing revenue and expenditures.
• Become thoroughly familiar with GOP line items from budget and communicate this information to the front desk staff.
• Assume full responsibility for Director of Guest Service duties in their absence.
• Assist the Director of Guest Service in planning front office meetings and/or adding to agenda topics.

GUEST REPRESENTATIVE RESPONSIBILITY

• Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
• Maintain proper operation of the computer console and ensure that all LodgeWorks/Brand performance standards are met.
• Interact with guests during social hours as scheduled.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Answer all guest inquires (i.e. hotel services and amenities, the area, etc.).
• Ensure delivery of packages, mail and messages as needed to guests.
• Follow all LodgeWorks/Brand credit policies.
• Be aware of all rates, packages and special promotions. Be familiar with all in house groups. Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Fully understand and be able to operate all relevant aspects of the front desk computer system.
• Focus on his/her role in contributing to guest satisfaction surveys.
• Demonstrate appropriate phone skills.
• Consistently perform above average in the mystery call process.
• Follow up on all wait list reservations.
• Use LodgeWorks/brand selling guidelines as part of the inquiry call process.
• Manage suite inventory.
• Complete shift responsibility checklist.
• Keep front office area clean and organized.

SALES AND REVENUE RESPONSIBILITY

• Work with the General Manager and Sales Department to direct the inside sales efforts, including reservations/inquiry call training for front office staff.
• Act as liaison between sales department and front desk to ensure open communications.
• Conduct and coordinate tours.
• Assist the Director of Guest Service and Sales in oversold situations.
• Assist with phone inquiries to generate leads for the Sales Department.

GENERAL RESPONSIBILITY

• Comply at all times with LodgeWorks/Brand compliance standards and regulations to encourage safe and efficient hotel operations.
• Participate in all-employee meetings, events and other functions required by management.
• Be familiar with all LodgeWorks/Brand policies and hotel rules, as well as hotel terminology.
• Develop full understanding of hotel amenities and services.
• Understand emergency procedures and be prepared to help when necessary.

GENERAL RESPONSIBILITY (continued)

• Operate radios efficiently and professionally in communicating with the hotel staff.
• Ensure correct and accurate cash handling while at the front desk.
• Use proper radio etiquette when communicating with other employees.
• Perform any other duties as requested by management.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 2 years (Preferred)
• Front Desk: 2 years (Preferred)

Work Location: In person

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