Front Desk Supervisor

Sage Hospitality Group•Denver, CO

12d

About The Position

The Front Desk Supervisor leads the front desk during their shift, coaching the team, handling guest situations, and ensuring the arrival experience meets the hotel’s standards for quality and efficiency. The role supervises front office staff and supports an efficient operation that delivers excellent customer service. The supervisor serves as an ambassador of hospitality in interactions with guests and is required to have open availability. The position oversees front desk operations, guest check-in and departure, reservations, guest account and cash-handling procedures, and responses to guest inquiries and concerns. It also involves training and directing team members, resolving operational and customer-service issues, and maintaining accurate hotel records. The supervisor oversees five or more associates. The role is based primarily indoors at a thermostatically controlled workstation under fluorescent lighting, with prolonged standing and frequent in-person and telephone communication. Work is performed inside 95% of the time.

Requirements

High school education or equivalent experience.
At least one full year of employment experience in a related position with this company or another organization.
Understanding of hotel front office procedures.
High-school-graduate-level mathematical aptitude and knowledge of standard cash-handling procedures and computerized cash register systems.
Experience dealing directly with the public and general knowledge of customer service skills.
Knowledge of company and hotel policies and procedures, and ability to determine appropriate actions based on those guidelines.
Supervision and management skills.
Ability to communicate information and hotel services to management and guests.
Ability to operate a computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to communicate in person and by telephone frequently, read written communications, analyze reports, and view a monochrome computer screen.
Excellent speech communication skills for continual interaction with guests and literacy skills to analyze report data, prepare reports, and initiate correspondence.
Ability to stand continuously for most of the shift.
Ability to lift up to 50 pounds, push and pull a bell cart up to 50 pounds, and carry guest luggage up to 25 pounds; these activities are limited.

Nice To Haves

A second language may be required.

Responsibilities

Supervise front desk operations to ensure guests receive an optimal level of service and hospitality.
Train, direct, coach, and counsel front desk team members, and resolve staff issues and problems.
Resolve customer issues and complaints quickly and efficiently to maintain customer satisfaction and service quality.
Complete check-in procedures for arriving guests and facilitate departures, close guest accounts, and make rooms available for the next guest.
Calculate and post payments, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
Answer inquiries from potential guests courteously and accurately and accept hotel reservations.
Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Maintain good customer relations by staying informed about in-house and area functions and providing timely, knowledgeable answers in person and by telephone.
Operate PBX equipment, assist with outgoing calls, schedule and set wake-up calls, and page guests.
Control front desk cash transactions and maintain responsibility for a personal bank in accordance with hotel policy.
Maintain a friendly, cheerful, and courteous demeanor.
Perform other duties as assigned, requested, or deemed necessary by management.

Benefits

Medical insurance with the employer covering up to 70% of premiums with wellness credit.
Dental insurance with an employer contribution toward premiums and vision insurance.
401(k) program with up to 4% employer match, subject to safe harbor requirements, with no vesting period.
Health savings account with qualifying medical plans and up to $1,000 company contribution.
Health, dependent-care, and commuter flexible spending accounts.
Company-paid basic life and AD&D insurance, with optional supplemental coverage.
Short-term and long-term disability insurance coverage.
Optional pet, accident, critical illness, and hospital indemnity insurance.
WINFertility guidance for associates enrolled in the Sage medical plan.
Calm Health application subscription.
Employee assistance program.
Paid vacation, sick time, and holidays.
Tuition reimbursement of up to $2,000 per calendar year.
Discounts on hotels, restaurants, and more.
Employee referral bonus program, with up to $1,000 per referral.
Complimentary RTD pass.