Front Desk Supervisor

New Castle Hotel•Missoula, MT

9d•Onsite

About The Position

The Front Desk Supervisor is responsible for overseeing front desk operations, ensuring friendly and efficient guest service, and managing staff. This role involves handling guest check-ins and check-outs, resolving complaints, training staff, and maintaining high standards of appearance and performance. The supervisor must be knowledgeable about hotel services, promotions, and events, and work closely with other departments like housekeeping and PBX.

Requirements

At least 1 years of progressive experience in a hotel or a related field required
High School diploma or equivalent required
Computer, Credit Card Authorization machine, copier, scanner, other office equipment, telephone, two way radio
Ability to work in Excel, Word and various other software programs
Long hours sometimes required
Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently and constantly to lift, carry, push, pull, or otherwise move objects
Ability to work under variable temperatures and noise levels
Near Vision - The ability to see details at close range
Ability to bend, stretch, twist or reach with your body and arms
Must be able to stand and/or walk for lengthy periods of time
Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
Must be able to evaluate and select among alternative courses of action quickly and accurately
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions

Nice To Haves

College course work in related field helpful
Previous supervisory responsibility preferred
Multi-lingual skills helpful

Responsibilities

Approach all encounters with guests and employees in a friendly, service oriented manner
Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel
Cover shifts when call outs or when associates No Call / No Show.
Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working
Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations
Interact with hotel guests
Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.
Assist in training of all positions within department
Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
Inform workers about interests and special needs of specific groups
Apply customer/guest feedback to service improvement efforts
Resolve customer complaints regarding worker performance and services rendered
Furnish guests with information on events and activities
Complete check-ins and check-outs, confirm that all SOP's are being followed properly
Maintain log of rooms in out of order status
Responsible for a bank
Be up to date on all guest services, promotions, and events in the Hotel (and Convention Center)
Handle guest complaints, react quickly, logging and notify proper areas to service the guests
Work closely with housekeeping with daily room status
Have complete knowledge of PBX systems and oversee staff
Oversee Bell staff in the absence of a Supervisor
Confirm all daily duties are completed by Front Desk Agents, Operators, and Bell staff
Check and respond to electronic communications in a timely fashion
Other duties as required
Participate in all departmental meetings

Benefits

Holiday pay at time and a half for hours worked on recognized company holidays
Bereavement leave and pay for the loss of an immediate family member
401(k) with company matching
$600 employee referral bonus program
Medical insurance with virtual visit options
HSA, FSA, and DCSA accounts
Dental and vision coverage
Life insurance and AD&D
Voluntary Short-Term and Long-Term Disability (VSTD/VLTD)
Nationwide Pet Insurance
ID Watchdog Identity Theft Protection
Employee Assistance Program (EAP)
6 company holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.
Birthday Floating Holiday
PTO accrual
Sick Time accrual
FMLA
Jury Duty pay
Paid time off for bereavement
401(k) retirement plan with company matching contributions
$600 Employee Referral Bonus
Sell Out Incentives