Front Desk Supervisor

JOB SUMMARY

The Front Desk Supervisor maintains high quality services offered to guests through management of reservations, guest registration and check-out, and telephone services in order to maintain established operational standards and maximize hotel profits while managing in compliance with established hotel and department policies and standards. Motivates subordinates to achieve the highest level of room sales at the highest possible rate. Coordinates the sale and guest interaction with the booking of hotel guestrooms as directed by the AGM or General Manager.

ESSENTIAL JOB FUNCTIONS

• Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments.
• Motivates staff within all hotel departments and establishes a productive working environment for the hotel.
• Conducts performance evaluations and provides feedback to employees.
• Oversees and participates in guest registration.
• Confirms, cancels, and modifies reservations as needed.
• Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.
• Ensures agents use the appropriate walk-in sales strategy, LDHG everyone sales culture.
• Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
• Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.
• Responds quickly and effectively to online reviews and feedback, passes on information to appropriate team members and management.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Aggressively recruits and staffs the department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
• Conducts training classes regarding safety, security, department procedures and service guidelines.
• Monitors performance of the market through analysis of guest feedback and financial reports; initiates corrective action.
• Participates in monthly inventories. Initiates programs to reduce waste and loss
• Maintains rewards recognition systems; acts as loyalty champion.
• Fulfills Manager on Duty shifts.
• Ensures the hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

EDUCATION

• High school diploma or equivalent.

EXPERIENCE

• A minimum two (2) years of experience in guest services in medium or large sized hotels or similar industry.
• A minimum one (1) year of supervisory experience in the hotel/hospitality field required.

SUPERVISORY RESPONSIBILITIES

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following:

• Assigns, monitors, and reviews work; evaluates direct report's performance.
• Recruits and interviews.
• Orientates and trains.
• Issues corrective action and makes recommendations for termination.
• Investigates and resolves concerns and complaints.
• Assists with creating department work schedules.
• Ensures compliance with safety regulations.
• Ensures accurate and efficient management of inventory.

LICENSES & CERTIFICATIONS

• This position does not require licenses or certifications.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.

• Proficient in time management; the ability to effectively organize and manage multiple priorities.
• Recognizes an emergency situation and takes appropriate action.
• Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
• Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
• Analytical and problem-solving skills.
• Strong focus on accuracy and precision.
• Ability to work scheduled shifts, follow all timekeeping policies, and comply with federal, state, and local labor regulations, including those related to meal and rest breaks
• Performs well with frequent interruptions and/or distractions.
• Understands how to develop and implement business strategies.
• Ability to interpret and create policies, procedures, and manuals.
• Able to communicate appropriately and effectively with all levels of management and external stakeholders.
• Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and/or customers (internal/external).
• Exceptional interpersonal skills to include coaching, counseling, and mentoring.
• Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
• Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.
• Basic math skills.
• Basic knowledge of Google Docs/Microsoft Word.
• Basic knowledge of Google Sheets/Microsoft Excel.
• Basic knowledge of Google Slides/Microsoft PowerPoint.
• Proficient in Gmail/Microsoft Outlook.
• Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
• Able to maintain a positive and professional working environment.
• Fosters a culture of excellence.
• Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.