Front Desk Supervisor

HEI Hotels and Resorts•Frisco, TX

11d•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 arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The role includes directing and supporting guest service agents, delivering guest services, processing transactions, responding to requests and complaints, and maintaining calm and effective operations during busy or emergency situations.

Requirements

At least one year of customer service experience in hospitality or a similar industry.
Ability to handle internal and external customers with patience, tact, and diplomacy; gather accurate information and resolve conflicts.
Basic mathematical skills and proficiency with a calculator to complete moderately complex calculations accurately.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to stand, walk, and continuously perform duties 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 revenue 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 for different audiences.

Responsibilities

Communicate clearly with staff verbally and in writing; assign and explain work to guest service agents, observe performance, and encourage improvement.
Greet guests promptly and warmly, listen to requests, provide appropriate assistance, and share accurate information about hotel outlets and local attractions.
Complete guest registration by entering and retrieving information in the computer system and confirming relevant details, including guest count and room rate.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Select rooms based on guest needs, code electronic keys, confirm room number and rate, and provide welcome folders and related items as appropriate.
Close guest accounts at checkout; authorize and process credit cards; handle cash, make change, balance an assigned house bank, and accept and record other forms of payment.
Perform moderately complex arithmetic accurately, post charges to guest rooms and house accounts, and use the computer system to support front desk operations.
Answer telephone calls promptly, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for customers upon request.
Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for other associates.
Investigate and resolve guest complications and complaints, determine effective solutions, and use sound judgment to adapt to unusual situations.
Authorize revenue allowances to remedy problems only after offering other alternatives.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.