Front Desk Supervisor

HEI Hotels & Resorts•Frisco, TX

12d•Onsite

About The Position

Assist the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service, and compliance with corporate and franchise policies and procedures while meeting or exceeding financial goals. Ensure that guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The role includes supervising and directing guest service agents, providing a welcoming guest experience, completing registrations and checkouts, processing payments and account charges, handling guest communications, and addressing complaints and complications. The supervisor is expected to remain calm and alert during emergencies or periods of heavy activity and to model sound judgment and service for other associates.

Requirements

One year of customer service experience in hospitality or a similar industry.
Ability to handle internal and external customer interactions with patience, tact, and diplomacy, including defusing anger, collecting accurate information, and resolving conflicts.
Basic mathematical skills and proficiency with a calculator to perform moderately complex calculations accurately.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to stand, walk, and continuously work 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 on 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 explain work to guest service agents, observe performance, and encourage improvement.
Greet guests promptly and warmly, understand and respond to requests, and provide accurate information about hotel outlets and local attractions.
Complete guest registration using the computer system, confirm reservation details and room rates, 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 authorize credit cards; 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; and perform moderately complex calculations.
Answer telephone calls, enter and retrieve messages, communicate messages to guests, and retrieve mail, small packages, and facsimiles on request.
Remain calm and alert during emergencies and busy periods, serving as a role model for clerks and other associates.
Research and resolve guest complications and complaints, determine effective solutions, use sound judgment, and authorize revenue allowances only after other alternatives have been offered.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.