Front Desk Supervisor

Four Seasons Hotels and Resorts•Minneapolis, MN

1d•Onsite

About The Position

The Front Desk Supervisor supervises a given shift at the Front Desk. Directs staff that performs the following duties and will also perform these duties on their own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. This position covers as Overnight relief, as needed.

Requirements

Ability to read, write and speak English
Minimum 2 years experience in previous Front Desk Supervisor role or similar position

Responsibilities

Checks in guests in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest.
Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone.
Maintains a balanced bank assigned by the hotel. Makes change and cashes checks. Reconciles all transactions at the close of each shift.
Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Works harmoniously and professionally with co-workers and supervisors.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell/Door Staff, Valet, and lobby coverage; covers as Manager on Duty
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.