Front Desk Supervisor

HEI Hotels and Resorts•Nashville, TN

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 guest arrivals, departures, and other guest contacts are handled efficiently and in a friendly manner. The role includes directing and supporting guest service agents, completing guest registration and checkout, handling payments and account transactions, responding to guest requests, and resolving complaints. The supervisor is expected to remain calm and alert during emergencies or periods of heavy hotel activity and to model appropriate conduct for other associates.

Requirements

One year of customer service experience in hospitality or a similar industry.
Ability to work effectively with internal and external customers, including using patience, tact, and diplomacy to de-escalate situations, gather accurate information, and resolve conflicts.
Basic math skills and the ability to use a calculator to complete moderately complex calculations accurately.
Ability to access and accurately enter information in 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 revenues generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Effective verbal and written communication skills, including adapting communication style to different audiences.

Responsibilities

Communicate clear direction to staff verbally and in writing; assign and explain work to guest service agents, observe performance, and encourage improvement.
Greet guests warmly, listen to requests, provide accurate information, and respond with appropriate actions.
Complete guest registration by entering and retrieving information in the computer system and confirming details such as 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 materials as appropriate.
Close guest accounts at checkout and process credit cards, cash, change, house-bank balances, vouchers, travelers’ checks, and other forms of payment.
Post charges to guest rooms and house accounts using the computer system.
Answer the telephone, enter and retrieve messages, and communicate message contents to guests.
Retrieve mail, small packages, and facsimiles for customers as requested.
Stay calm and alert during emergency situations and busy periods, serving as a role model for clerks and other associates.
Research and resolve customer complications and complaints, using sound judgment and adapting to unusual situations.
Authorize revenue allowances to resolve problems only after offering other alternatives.
Comply with attendance requirements and maintain regular availability for work.
Perform other job-related duties as assigned.