Front Desk Supervisor

HEI Hotels and Resorts•Atlanta, GA

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 arrival, departure, and other points of contact are handled efficiently and in a friendly manner. The role includes directing and supporting guest service agents, handling guest registration and checkout, processing payments, responding to inquiries and complaints, and remaining composed during emergencies or periods of heavy hotel activity.

Requirements

One year of customer service experience in hospitality or a similar industry.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Basic mathematical skills and proficiency with 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 revenue generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Effective verbal and written communication skills, including the ability to adapt communication style to different audiences.

Responsibilities

Communicate clear direction to staff verbally and in writing; assign and instruct guest service agents and observe their performance.
Greet guests promptly and warmly, listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration using the computer system, confirm guest and rate information, select appropriate rooms, code electronic keys, and provide welcome materials.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Close guest accounts at checkout; verify and imprint credit cards, handle cash, make change, balance an assigned house bank, and accept and record other forms of payment.
Post charges to guest rooms and house accounts, and perform moderately complex arithmetic using a calculator.
Answer the telephone promptly, input and retrieve messages, and deliver messages to guests.
Retrieve mail, small packages, and facsimiles for customers upon request.
Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for clerks and other associates.
Research and resolve guest complications and complaints, using sound judgment and offering alternative solutions before authorizing revenue allowances.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.