Front Desk Supervisor

Excel Hotel Group•San Diego, CA

6d•Onsite

About The Position

Ensures the efficient and effective operation of the Front Desk department of the hotel. Guides and directs line staff to achieve established goals and objectives. Ensures total guest satisfaction through employee training, motivation, and performance management.

Requirements

1-2 years customer service experience.
Ability to stand for 8 hours
Basic knowledge of computers and software including ability to use e-mail, word processing, spreadsheet software and hotel management system.

Responsibilities

Welcomes guests in a friendly, prompt and professional manner.
Schedules, coordinates, directs and delegates work to Front Desk department associates.
Manages the performance of Front Desk agents, coaching and counseling as deemed to be appropriate and conducts annual performance reviews.
Trains new employees on compliance with company, hotel, and brand standards.
Makes recommendations for disciplinary action of employees as appropriate.
Maintains good working relationships and communications with all departments.
Verifies accurate room status information is maintained and properly communicated according to the procedures established.
Resolves guest complaints quickly, efficiently and courteously.
Updates, maintains, monitors and prepares group information and requirements, including relaying the appropriate information to relevant departments.