Front Desk Supervisor

Job Description

The

• Supervises Front Desk employees; Assists with the training and assignment of duties to Front Desk employees.
• Oversees and assists with guest reservations, check ins, and check outs; Assists with and ensures deposits are accurately refunded and cancellations are processed properly.
• Provides information to guests regarding property policies, property activities, and the surrounding area; Assists with planning activities, answers questions and provides accurate, helpful information.
• Ensures all guests receive excellent customer service; Acts in a professional manner including when responding to customer complaints.
• Ensures proper accounting procedures are followed; Accurately processes guest payments for lodging, services, rentals, licenses, miscellaneous items, etc.
• Performs checks of guest arrivals to ensure accuracy and guest satisfaction.
• Runs reports and checks accuracy of all booked reservations and cancellations; Responsible for general office duties.
• Provides information to guests regarding property policies, property activities, and the surrounding area.
• Ensures guest security by properly handling guest information and keys.
• Properly handles lost and found items.
• Responds to emergency calls and reports incidents as necessary.
• Ensures the Front Desk and surrounding area stays clean and organized.
• Meters outgoing mail and sorts, distributes and forwards mail as necessary; Sorts and stuffs pamphlets and mailings.
• Knows and follows all company, Environmental, Health, and Safety Management Programs.
• Works extra shifts and hours as required.
• Assists in other departments as needed.
• All other duties as assigned.

Qualifications

• Ability to read, write, speak and understand English.
• Excellent supervisory and interpersonal skills.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Strong organizational and problem-solving skills.
• Ability to calmly and effectively resolve guest problems and concerns.
• Ability to work with minimal supervision and be self-motivated.
• Ability to learn all company training materials.
• Excellent time management skills; Ability to work effectively under pressure and in a fast-paced work environment.
• Strong typing and computer skills including POS systems, MS Word, Excel, and email systems.
• Strong mathematical and cash handling skills with attention to accuracy.
• Knowledge of Front Desk operations; Ability to use Front Desk communication systems
• Knowledge of Lodging Management Systems.

• Must be able to understand normal conversation and accurately communicate information.
• Ability to stand and walk on paved, unpaved, uneven and sometimes slippery surfaces for extended periods of time.
• Ability to climb stairs occasionally.
• Ability to twist, turn, push, pull, finger, grasp, and reach down, forward and overhead repetitively; Stoop, squat, kneel, and crouch occasionally.
• Ability to operate a telephone and a computer.
• Ability to remain seated for extended periods of time.
• Must be able to use general cleaning supplies; Grasp, lift, push, pull and use cleaning equipment.
• Ability to lift and carry up to 25 pounds occasionally.

• 2 years of college education in in guest services, customer service, the hospitality industry or a related field, or 2 years of related work experience, or equivalent combination of work experience and education required.
• Associates Degree in a related field highly preferred.
• One year of experience working with hospitality management systems required.
• One year of supervisory work experience preferred.

Additional Information