Front Desk Supervisor

Biltmore Hotel Limited•Coral Gables, FL

12h•Onsite

About The Position

The Front Desk Supervisor is responsible for supervising Front Desk Agents and overseeing the Front Desk operations. This role involves providing attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at check-out, while maximizing room revenue and occupancy. The position is crucial as it represents the first and last impression for the hotel, with the primary function being to register guests, ensure their satisfaction with accommodations, and accurately process check-outs and billing. This role requires consistent adherence to the policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

Requirements

High School Diploma required.
Minimum two years’ experience in a similar guest service position as a supervisor or manager.
Speak, read, write and understand the English language.
Compute accurate mathematical calculations.
Provide legible communication and directions.
Perform job functions with attention to detail, speed and accuracy.
Prioritize and organize.
Think clearly, remaining calm and resolving problems using good judgment.
Follow directions thoroughly.
Understand guest’s service needs.
Work cohesively with co-workers as part of a team.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent resort data.
Use a computer keyboard and possess basic typing skills.
Possess moderate to advanced computer skills.
Work in a dynamic and constantly changing environment.
Adept to multitasking.

Nice To Haves

Demonstrates co-operation within the team and with other departments
Listens carefully and works well with others
Has a positive influence on others in the team and clearly enjoys working with people
Anticipates guests’ needs and is sensitive to people from all cultures
Has a natural, warm smile and a friendly and passionate approach
Demonstrates confident, helpful and genuine behavior with internal and external guests
Has energy and sense of urgency for his/her work
Resourceful, makes things happen and looks for ways to work more efficiently
Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
Able to stay calm under pressure
Demonstrates maturity and ability to cope with the unexpected
Never lets personal feelings interfere with delivering the highest standards
Excellent records of attendance and punctuality
Is reliable and demonstrates the ability to work without supervision
Demonstrates a high level of personal integrity, honesty and trust
Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.
Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Responsibilities

Provide leadership and support for Front Desk Agents and ensures all agents are performing their job tasks to the appropriate level of service.
Present positive impression of establishment meeting grooming standards, keeping an optimistic and positive attitude at all times.
Assist Front Office managers with planning, developing and conducting training for the front desk agents.
Has current knowledge of the day’s arrival and departures; provide seamless check-in and checkout experiences for our guests using the LQA standards.
Monitors the Housekeeping statuses of the pending arrivals including VIPs. Follow up on waiting rooms and stays on top of guest’s waiting times.
Ensure that all signatures and initials are completed on the guest registration card.
Obtain Credit Card from guests and swipe into the computer system.
Handle guest comments and concerns in a timely and appropriate manor and complete a GIA report for guest concerns related to the Front Desk.
Relay all guest comments and concerns to the FOM/AFOM to ensure proper follow up.
Proactively gather guest profile information.
Act on guest profile information to completely delight our guests.
Reviews and signs off on agent’s audits.
Ensures Front Desk Agent tasks are performed on timely manner and carried out appropriately.
Supervises and controls meal periods.
Protect privacy of guests and co-workers at all times.
Possess a basic understanding of accounting.
Provide the guests upon their request with an updated and correct folio of their guest account.
Investigate and dissolve disputed charges on guest’s accounts.
Handle and maintain a $500 bank to provide change to guests and exchange Foreign Currency.
Ensure open communication with the guest service staff to communicate guest requests such as luggage requests for check in and check outs.
Have knowledge of all groups and events in-house including special requirements and billing arrangements.
Have knowledge of room locations, room types, locations and descriptions of all of our outlets.
Run a credit limit report for all in-house guests and obtain additional credit when needed. When additional credit is not able to be obtained, follow up with the guests needs to be done for another form of payment.
Process and handle guest calls and outside calls.
Cover overnight shifts as needed.
Respond to reservation inquiries, take reservations, change, cancel reservations when needed, and assessing the no-show and cancellation fees when necessary.
Keep Front Desk with sufficient stock of materials and supplies.
Be attentive and ready during Pass-On shift meetings and ready to take responsibility and ownership of issues presented.
Operate simple office equipment, keeping it in working order, if not in working order, notify manager and Systems department.