Front Desk Supervisor

Westmont Group•San Antonio, TX

6h•$16 - $18•Onsite

About The Position

This role involves supervising front desk operations, ensuring guest satisfaction, and managing staff performance. The supervisor will handle guest check-ins and check-outs, resolve issues, manage billing, and train new agents. The position requires effective communication, problem-solving skills, and the ability to work under pressure. The supervisor must also ensure adherence to company policies, safety procedures, and brand standards.

Requirements

Communicate effectively both verbally and in writing.
Ability to provide clear direction to staff.
Ability to observe performance and encourage improvement.
Ability to greet guests with a friendly and sincere welcome.
Ability to use a positive and clear speaking voice.
Ability to listen to and understand requests.
Ability to respond with appropriate actions and provide accurate information.
Ability to promptly complete registration process by inputting and retrieving information from a computer system.
Ability to confirm pertinent information including number of guests and room rates.
Ability to make appropriate selection of rooms based on guest needs.
Ability to code electronic keys.
Ability to nonverbally confirm the room number and rate.
Ability to provide welcome folders containing room keys, certificates, and coupons as appropriate.
Ability to close out guest accounts at time of check out.
Ability to negotiate compromise, which may include authorizing revenue allowance.
Requires standing and continual mobility throughout front office area.
Ability to verify and imprint credit cards for authorization using electronic acceptance methods.
Ability to handle cash, make changes, and balance as assigned house bank.
Ability to accept and record vouchers, travelers’ checks, and other forms of payment.
Ability to perform accurate, moderately complex arithmetic functions using a calculator.
Ability to post charges to guest rooms and house accounts using the computer.
Ability to promptly answer the telephone using a positive and clear English language.
Ability to input messages into the computer.
Ability to retrieve messages and communicate the content to the guest.
Ability to retrieve mail, small packages and facsimiles for customers as requested.
Ability to remain calm and alert especially during emergency situations and/or heavy hotel activity.
Ability to serve as a role model for clerks and other employees.
Ability to resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
Ability to make decisions and take action based on previous experience and good judgment.
Ability to revise procedures to accommodate unusual situations.
Ability to authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Ability to maintain adequate inventory of supplies.
Ability to prepare appropriate purchase orders in a timely manner to ensure proper par levels.
Ability to manage Third Party Internet billing and arrivals.
Ability to prepare group arrivals.
Ability to prepare pre-arrival packets as requested/required.
Ability to anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
Ability to train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel.
Ability to ensure compliance with all brand standards.
Ability to coordinate and track successful completion of training on PMS system.
Ability to monitor and track time and attendance of associates.
Ability to reinforce attendance policy with staff.
Ability to recommend progressive discipline procedures for associates who are not in compliance with standard.
Ability to take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey.
Ability to work with other supervisory and management staff to address all areas to ensure consistent quality work environment.
Ability to be familiar and able to perform duties on all shifts, including Night Audit and PBX.
Ability to turn in all lost and found items and all guest room keys.
Adherence to all company policies and procedures.
Follows safety and security procedures and rules.
Knowledge of department fire prevention and emergency procedures.
Utilizes protective equipment.
Reports unsafe conditions to management.
Reports accidents, injuries, near-misses, property damage or loss to management.
Ability to close guest accounts at the time of check out and ensure guest’s satisfaction.
Ability to research and attempt to resolve problems within established guidelines.
Ability to field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.
Ability to listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.
Ability to plan and implement detailed solutions.
Ability to provide for a safe work environment by following all safety and security procedures and rules.
Ability to maintain a neat, clean and well groomed appearance.
Ability to assist other Front Desk Personnel when need.
Ability to perform any related duties as requested by supervisor/manager.

Responsibilities

Communicate effectively verbally and in writing to provide clear direction to staff.
Assign and instruct front desk clerks in details of work.
Observe performance and encourage improvement.
Greet guests immediately with a friendly and sincere welcome.
Complete registration process by inputting and retrieving information from a computer system.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Close out guest accounts at time of check out.
Negotiate compromise to resolve guest dissatisfaction, which may include authorizing revenue allowance.
Verify and imprint credit cards for authorization.
Handle cash, make changes, and balance assigned house bank.
Accept and record various forms of payment.
Perform accurate arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
Answer the telephone promptly using positive and clear English.
Input and retrieve messages from the computer.
Retrieve mail, small packages, and facsimiles for customers.
Remain calm and alert during emergency situations and heavy hotel activity.
Resolve customer complications and complaints by conducting thorough research.
Make decisions and take action based on previous experience and good judgment.
Maintain adequate inventory of supplies and prepare purchase orders.
Manage Third Party Internet billing and arrivals.
Prepare group arrivals and pre-arrival packets.
Anticipate flow of arrivals and ensure smooth check-in/check-out.
Train new agents in daily duties, including cash handling, CRM Toolbox, and hotel organization.
Ensure compliance with all brand standards.
Coordinate and track successful completion of training on PMS system.
Monitor and track time and attendance of associates.
Reinforce attendance policy with staff and recommend progressive discipline.
Take actions to ensure high Associate Satisfaction scores.
Work with other supervisory and management staff to ensure a consistent quality work environment.
Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
Turn in all lost and found items and all guest room keys.
Adhere to all company policies and procedures.
Follow safety and security procedures and rules.
Know department fire prevention and emergency procedures.
Utilize protective equipment.
Report unsafe conditions to management.
Report accidents, injuries, near-misses, property damage or loss to management.
Field guest complaints, conducting thorough research to develop effective solutions.
Provide for a safe work environment by following all safety and security procedures and rules.
Maintain a neat, clean, and well-groomed appearance.
Assist other Front Desk Personnel when needed.
Perform any related duties as requested by supervisor/manager.