Front Desk Supervisor

Sage Hospitality•Denver, CO

13d•$22 - $23•Onsite

About The Position

The Front Desk Supervisor leads the front desk during their shift, coaches the team, handles guest situations, and helps ensure the hotel’s arrival experience meets its standards for quality and efficiency. The role supervises front office staff and supports an efficient operation that delivers excellent customer service. The supervisor serves as an ambassador of hospitality in interactions with guests and is required to have open availability. The position supervises five or more associates and requires understanding of hotel front office procedures, guest service, cash handling, and hotel policies. Work takes place primarily indoors at a climate-controlled workstation and involves frequent guest communication and prolonged standing. The role is hourly, with a listed pay range of $22.00–$23.00 per hour. Full-time hourly roles are eligible for the benefits described in the posting.

Requirements

High school education or equivalent experience.
At least one full year of employment experience in a related position with this company or another organization.
Understanding of hotel front office procedures.
High school graduate-level mathematical aptitude and knowledge of standard cash-handling procedures and computerized cash register systems.
Experience dealing directly with the public and general knowledge of basic customer service skills.
Knowledge of company and hotel policies and procedures, and ability to determine a course of action based on those guidelines.
Supervision and management skills.
Ability to communicate information and hotel services to management and guests.
Ability to operate a computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to communicate in person and by telephone frequently; excellent speech communication skills for continual guest interaction.
Literacy sufficient to analyze report data, prepare reports, and initiate correspondence.
Ability to read written communications, analyze reports, and view a monochrome computer screen.
Ability to stand for most of the shift and perform limited handling of guest luggage and bell carts, including lifting or pushing up to 50 pounds and carrying up to 25 pounds.
Open availability.

Nice To Haves

A second language may be required.

Responsibilities

Supervise front desk operations to ensure guests receive an optimal level of service and hospitality.
Train, direct, coach, and counsel front desk team members; resolve team issues and problems.
Resolve customer issues and complaints efficiently to maintain customer satisfaction and quality service.
Complete check-in procedures for arriving guests and facilitate departures, close guest accounts, and make rooms available for the next guests.
Calculate and post payments, receipts, guest accounts, and other credit transactions using accurate cash-handling methods and established procedures.
Answer inquiries from potential guests and accept reservations courteously and accurately.
Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Maintain customer relations by staying informed about in-house and area functions and answering questions with timely, knowledgeable responses in person and by telephone.
Operate PBX equipment, assist with outgoing calls, schedule and set wake-up calls, and page guests.
Control cash transactions at the front desk and maintain responsibility for a personal bank according to hotel policy.
Maintain a friendly, cheerful, and courteous demeanor.
Perform other duties as assigned, requested, or deemed necessary by management.

Benefits

Medical insurance, with the employer covering up to 70% of premiums with wellness credit.
Dental insurance with an employer contribution toward premiums and vision insurance.
401(k) program with up to 4% employer match, subject to safe harbor requirements and no vesting period.
Health savings accounts with qualifying medical plans and up to $1,000 company contribution.
Health, dependent-care, and commuter flexible spending accounts.
Company-paid basic life and AD&D insurance, with an option to enroll in supplemental coverage.
Short-term and long-term disability insurance coverage.
Option to purchase pet, accident, critical illness, and hospital indemnity insurance.
WINFertility guidance for employees enrolled in the Sage medical plan.
Calm Health application subscription.
Employee assistance program.
Paid time off for vacation, sick time, and holidays.
Tuition reimbursement up to $2,000 per calendar year.
Discounts on hotels, restaurants, and other offerings.
Employee referral bonus program, with up to $1,000 per referral.
Complimentary RTD pass.