Front Desk Supervisor

FRONT OFFICE SUPERVISOR

Reports to: GM & AGM

Must have Hilton and leadership experience!

Front Office Supervisor over sees the front desk to ensure efficient and profitable operation. Responsible for training, scheduling, and evaluation of front office personnel while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management's discretion.

Duties include:
• Set the tone and example of guest service and guest satisfaction for all colleagues
• Has specific responsibility for overseeing front desk shifts
• Act as liaison with clerks and General Manager concerning front desk clerks
• Participate in hiring, managing, overseeing and training front desk personnel
• Implement policies and procedures for front desk
• May schedule front desk personnel
• Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keys
• Check out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles bill
• Ensure that check in and check out brand standard procedures are followed
• Ensure that processes for brand point systems are followed
• Handle incoming guest phone reservations
• Answer inquiries pertaining to hotel services; gives entertainment suggestions and travel directions
• Handle all guest complaints or problems to exceed the guest expectations
• Handle all guest service requests, makes changes as necessary
• Move, lift, carry and place objects weighing up to 40 lbs. without assistance and in excess of 40 lbs. with assistance
• Monitor and responds to guests' comments on brand site and third party sites
• Serve as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages
• Keep records of room availability and guest's accounts. Operates front desk software
• Maintain a balanced cash/billing drawer
• Maintain and takes responsibility for all cash and credit card transactions during working hours
• Complete any necessary accounts receivable and direct billing tasks
• Welcome guests and respond to requests in a prompt and professional manner
• Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment
• Use suggested selling techniques to sell rooms and to promote other services of the hotel
• Coordinate room status updates with the housekeeping department
• Know all safety and emergency procedures
• Maintain awareness of all rates and competition and incoming rate codes
• Communicate with the previous and following shifts
• Print arrival list from booking.com and Expedia and other third party sites and ensure all reservations are in the Property Management system
• Ensure compliance with energy conservation and job safety requirements
• Proactively maintain assigned areas and equipment
• Ensure efficient completion of daily assignments in a timely manner
• Report all safety concerns to management
• Attend and participate in all mandatory training's
• Flexible with schedule and assignments
• Responsible to cover call outs
• Maintain effective performance under pressure
• May perform other duties as requested by Management
• Clean contracted rooms at end of night to ensure perfect sells.

Requirements:
• 1 year previous hotel supervisor experience - Hilton & OnQ experience preferred.
• Good customer service skills
• Ability to work independently and with others
• Good communication skills
• Ability to lift/carry up to 40 lbs.
• Ability to give and follow verbal and written instructions
• Attention to detail
• Ability to multi task
• Displays good initiative
• Must be able to work flexible schedule, including weekends, and various shifts