Front Desk Supervisor

The Foundry Hotel Asheville, Curio Collection • Asheville, NC

1d

About The Position

The Front Desk Supervisor (MOD) assists and guides the front office staff through their daily duties and responsibilities. Raines Co., established in 1988 as a family-owned business, has grown into a fully integrated development, management, and investment company. They develop, operate, and own the world’s leading hotel brands as well as boutique hotels. Raines maintains a family-oriented culture that believes in building relationships with associates, partners, and within the communities where they operate. This is a full-time position.

Requirements

• Front Desk Agent, customer service representative, or similar guest-facing experience with supervisory experience
• Proficient in Microsoft Office Excel or similar computer applications
• Must possess a valid driver's license and reliable transportation and the ability to run off-property errands with minimal notice
• Must speak English fluently
• Must have excellent written and oral communication skills
• Mathematical skills include basic math, percentages and variances
• Problem solving, reasoning, supervising and motivating
• Ability to multi-task and interact with people under pressure
• Open availability and able to work weekends/Holidays

Nice To Haves

• Prior supervisory experience preferred
• Experience with OnQ or property specific PMS Efficenter, Quore, Alice,and other hotel related systems preferred

Responsibilities

• Ensures Outstanding customer care at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service
• Trains and directs the workflow and processes of the front desk
• Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation
• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Allocates rooms to expected arrivals after checking the guests preferences and special requests
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
• Handles group arrivals and market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct
• Controls cash transactions at the front desk and maintains complete responsibility for front office bank
• Participates in setting yield management strategies, marketing programs and rates
• Ensures Alice log (system) is always updated and acted upon
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security and or department leaders
• Assists all departments in servicing the guests especially during high volume periods
• Takes responsibility and supports in the absence of the Front Office Manager or Assistant Front Office Manager
• Participates in the occupancy forecast and marketplace reporting
• Ensures time and attendance policies are accurately reflected

Benefits

• Medical/Dental/Vision benefits
• A generous PTO program
• Points based bonus
• Daily pay
• Opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed