Hotel Front Desk Supervisor

DelMonte Hotel Group•City of Rochester, NY

5d•$17 - $17

About The Position

DelMonte Hotel Group is seeking an experienced and driven Front Desk Supervisor to assist in supervising associates in the Front Office Department and ensure a positive guest and colleague experience. The role carries out supervisory responsibilities in accordance with organizational policies and applicable laws, including assisting with hiring and training, assigning and directing work, appraising performance, rewarding and disciplining associates, and resolving complaints and problems. The supervisor handles front desk operations such as guest registration, reservations, billing, payments, shift opening and closing, room availability, guest communications, and check-out services. The role also supports staff coverage and training, departmental communication, administrative and accounting tasks, guest information services, and the cleanliness and upkeep of the front office, lobby, and surrounding areas. Shuttle transportation duties apply only at hotels with a shuttle.

Requirements

Six months to one year of related experience; one year of college or technical school; or an equivalent combination of education and experience.
Solid organizational, time-management, and prioritization skills.
Exceptional customer service skills.
Excellent communication skills.
Self-motivated, with a strong work ethic and drive to exceed expectations.
Valid driver’s license from the state of residence, with no major violations.

Responsibilities

Assist with supervising Front Office associates and carry out supervisory responsibilities in accordance with organizational policies and applicable laws.
Assist with hiring and training associates; plan, assign, and direct work; appraise performance; reward and discipline associates; and address complaints and resolve problems.
Greet, register, and assign rooms to guests.
Answer the telephone.
Post room, food, and telephone charges; compute bills; collect payments; and make change.
Make and confirm reservations, monitor room availability, and block rooms.
Program wake-up calls and handle guest mail and messages.
Perform check-out services.
Open and close shifts and make cash drops as necessary.
Maintain market stock and the coffee area as needed.
Assist in ensuring proper cash and key control procedures are followed.
Assist in maintaining shift coverage, including covering meal breaks and call-offs.
At hotels with a shuttle, schedule shuttle runs and provide safe transportation to guests as needed.
Provide guests with information about hotel services and hours, and with directions and information about the local area.
Support effective departmental communication through logs, daily stand-up meetings, and monthly department meetings.
Assist in training Front Office staff, including position, brand, and applicable food safety training.
When applicable, assist in ensuring food quality, sanitation, and proper food handling standards.
Perform administrative tasks supporting management, including room forecasting, processing guest billing issues, recording service trends, reconciling cash drawers and deposits, maintaining accurate supply inventories, processing department payroll, and handling accounting and purchasing functions.
Maintain up-to-date records and files.
Ensure the cleanliness of the front office, lobby, and surrounding areas.
Assist in checking fixtures, equipment, and conditions for proper operation, settings, and maintenance, and report deficiencies.