Front Desk Supervisor

Sage Hospitality•Denver, CO

6d•Onsite

About The Position

The Front Desk Supervisor oversees front office staff and operations to ensure efficient service and excellent guest experiences. The role assists arriving, departing, and in-house guests by providing accurate and timely information and services, and responds to telephone and in-person inquiries about reservations, hotel information, and guest concerns. The position requires open availability.

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, with the ability to determine appropriate actions based on those guidelines.
Supervision and management skills.
Ability to communicate information about 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, read written communications, analyze reports, and view a monochrome computer screen.
Excellent speech communication skills for continual guest interaction and excellent literacy for analyzing report data, preparing reports, and initiating correspondence.
Ability to stand for most of the shift, with the posting specifying continuous standing for 80% to 90% of the time.
Ability to lift guest luggage up to 50 pounds on a limited basis; push and pull a bell cart up to 50 pounds on a limited basis; and carry guest luggage up to 25 pounds on a limited basis.
Open availability is required.

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, and resolve work-related issues and problems.
Resolve customer issues, complaints, and problems quickly and efficiently to maintain customer satisfaction and service quality.
Complete check-in procedures for arriving guests and facilitate guest departures, close guest accounts, and make rooms available for the next guests.
Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
Answer inquiries from potential guests and accept hotel reservations courteously and accurately.
Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Keep informed about in-house and area functions to provide timely, knowledgeable responses to guest questions and concerns in person and by telephone.
Operate PBX equipment, assist with outgoing calls, schedule and set wake-up calls, and page guests.
Control front desk cash transactions and maintain responsibility for a personal bank in accordance with hotel bank agreement policy.
Maintain a friendly, cheerful, and courteous demeanor.
Perform other duties as assigned, requested, or deemed necessary by management.