Front Desk Supervisor

Description

The Front Desk Supervisor is responsible for assisting the Director of Front Office and Front Office leadership team while providing attentive, courteous, and efficient service to all guests before arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy

Job Duties & Functions

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Set the standard for guest relations at the Front Desk.
• Obtain all necessary information when taking room reservations.
• Monitor all V.I.P. and special guest requests.
• Review Front Office log and Trace File daily.
• Fully comprehend and execute all relevant phases 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 rates, packages, and promotions currently underway.
• Be familiar with all in-house groups.
• Be aware of all closed-out and restricted dates.
• Follow and enforce all Avion Hospitality hotel credit policies.
• Be able to perform all duties of Front Desk Agent.
• 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 Avion Hospitality standards are met.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.
• Assist the Director of Front Office in ensuring that associates are following and maintaining Avion Hospitality standards (i.e., answering phones, call-backs to guests, and guest request log).
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.
• Be able to perform, complete, and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Ensure that associates are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and all other associates.
• Ensure the maximization of room revenue through Rooms Merchandising.
• Answer all guest inquiries in a timely and professional manner.
• Be involved in departmental meetings, planning, and execution.
• Help maintain productivity levels at or above budgeted standards.
• Perform any other duty as required by management.
• Assist in training of new hires and current associates regularly.
• Attend meetings as required by management.

Requirements

• At least 2 to 3 years of progressive experience in a hotel or a related field is required. High School diploma or equivalent required.
• College coursework in related field helpful.
• Previous supervisory responsibility preferred.
• Must have a valid driver's license for the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to work well in stressful, high-pressure situations, including the ability to handle guest objections and disputes to satisfactory results.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co- workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.