Front Desk Supervisor

LOREN AT LADY BIRD LAKE EMPLOYER LLC•Austin, TX

2d•$23•Onsite

About The Position

The Front Office Supervisor reporting to Front Office Manager will ensure that all guests are treated warmly and provided with luxury service throughout their stays. This will be achieved by supervising and directly working alongside all areas of operation relating to Front Office. This is inclusive of the Front Office Associates, Concierge, PBX, and Bell/Door Attendants.

Requirements

High School diploma or equivalent
1 or more full years employment experience in a related position.
Previous hotel front desk experience required
Requires supervision/management skills.
Be able to deal with guest escalation issues while working independently.
Requires understanding of all hotel front office procedures.
Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
Must have experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Ability to communicate information and hotel services to management and guests.
Must be able to read written communiques and monochrome computer screens.
Must be able to operate computer, calculator, and telephone keyboards, for cash handling and paperwork processing.
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Responsibilities

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
Help develop Opera training procedures for associates.
Daily inspect and improve procedures in place in the area of 3rd party reservations.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
Operates the hotel equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
Maintains a friendly, cheerful and courteous demeanor at all times.

Benefits

Participation in 401(k) with company match of up to 4%
Medical with 0 deductible/0 co-pay options/Dental/Vision/FSA/STD/LTD/Life and AD&D/Hospital Indemnity
Paid PTO
Paid Holidays
Paid Maternity/Paternity Leave
Employee Assistance Program
Complimentary Employee Meal
Complimentary Bus Passes
50% off Dining in Nido
Recognition Programs, Incentives and Celebrations
Benefits available to Part time Associates