Hotel - Front Desk Supervisor

Peregrine Hospitality•Lenox, MA

1d•Onsite

About The Position

The Front Desk Supervisor is responsible for training and monitoring front desk staff, possessing a full understanding of the software system, and assisting with reservations, check-ins, and check-outs. This role upholds friendly and courteous telephone service and interactions with guests and employees. The supervisor coordinates with guests from arrival to departure, handling reservations, wake-up calls, check-ins, check-outs, routing needs, posting charges, and special requests. They are also responsible for preserving the security and privacy of guest rooms and administrative keys, actively communicating with management and staff through reports and feedback, and assisting with special requests and unusual circumstances. Additionally, the supervisor conducts hotel site inspections, chaperones tours for prospective clients, and maximizes revenues through sales strategy and outstanding customer service. A comprehensive knowledge of rates, features, amenities, and area attractions, as well as competitor information, is essential. The role also involves maintaining the confidentiality of company information and sustaining property safety through risk-management behavior, inspections, and knowledge of emergency procedures. The supervisor serves as a role model, carries out responsibilities in accordance with hotel policies, and trains associates on service standards, technical skills, and safety. Fostering open communication between employees and performing additional duties as assigned by management are also key aspects of this position.

Requirements

Full understanding of software system.
Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation.
Ability to stand and walk for extended periods of time.
Ability to bend and twist, push and pull, stoop, and kneel.
Proof of identity and eligibility to work in the United States, confirmed through the federal E-Verify system.

Nice To Haves

Flexible and long hours sometimes required.

Responsibilities

Train and monitor front desk staff.
Assist with reservations, and checking guests in and out of the hotel.
Uphold friendly, courteous telephone service and interactions with guests and fellow employees.
Coordinate with guests prior to arrival and through to their departure by means of reservations, wake up calls, check-in, check-out, routing needs, posting charges, and special requests.
Preserve the security and privacy of guest rooms and administrative keys.
Actively communicate with management and staff through scheduled reports, customer feedback, and guest needs.
Assist with special requests, group blocking and unusual circumstances.
Conduct hotel site inspections to maintain property safety and chaperon tours for prospective clients.
Maximize revenues through sales strategy and outstanding customer service.
Develop a comprehensive knowledge of rates, feature, amenities, and area attractions for the property and competitors.
Maintain the confidentiality of any and all company information.
Sustain the safety of the property though risk-management behavior, proper inspections, participation in Safety and Security Committee and knowledge of emergency procedures.
Serve as a role model to demonstrate appropriate behaviors.
Carry out supervisor responsibilities in accordance with hotel policies and standard operating procedures.
Train and develop associates on 4 Keys service standards, technical skills, standard operation procedures, and safety standards.
Foster open channels of communication between all employees.
Follow all additional duties as assigned by management.