Front Desk Supervisor

HEI Hotels & Resorts•Nashville, TN

20d

About The Position

Assist the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service, compliance with corporate and franchise policies and procedures, and financial goals. Ensure that guest arrivals, departures, and other guest contacts are handled efficiently and in a friendly manner. The supervisor provides direction to guest service agents, supports their performance, and handles guest service and operational matters. The role includes welcoming guests; completing registration and checkout; managing room assignments, keys, messages, and guest requests; processing payments and posting charges; and resolving complaints. The position also requires maintaining composure during emergencies and busy periods, following attendance rules, and performing other assigned job-related duties.

Requirements

One year of customer service experience in hospitality or a similar industry.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
Basic mathematical skills and considerable skill using a calculator for moderately complex calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk, and continuously perform duties behind the front desk.
Ability to observe and detect signs of emergency situations, with or without reasonable accommodation.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Effective verbal and written communication skills, including the ability to adapt communication style to different audiences.

Responsibilities

Communicate clear direction to staff, assign and instruct guest service agents, observe performance, and encourage improvement.
Greet guests warmly, listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration using a computer system, confirm guest and rate information, select rooms according to guest needs, code electronic keys, provide welcome materials, and close guest accounts at checkout.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Verify and imprint credit cards for authorization; handle cash, make change, and balance an assigned house bank; accept and record other forms of payment; post charges to guest rooms and house accounts.
Perform moderately complex arithmetic calculations accurately using a calculator.
Answer telephone calls, input and retrieve messages, communicate messages to guests, and retrieve mail, small packages, and facsimiles upon request.
Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for other associates.
Research and resolve guest complications and complaints, determine effective solutions, and authorize revenue allowances only after alternative solutions have been offered.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.