Hotel Front Desk Supervisor

DelMonte Hotel Group•Beachwood, OH

8d•Onsite

About The Position

DelMonte Hotel Group is seeking a Front Desk Supervisor for the AC Hotel Cleveland Beachwood, located in Pinecrest in Orange Village, Ohio. The supervisor assists with overseeing Front Office associates and carries out supervisory responsibilities in accordance with organizational policies and applicable laws. This includes assisting with hiring and training, assigning and directing work, appraising performance, rewarding and disciplining associates, and resolving complaints and problems. The role also handles guest check-in and checkout, reservations, room availability, guest inquiries, cash handling, shift coverage, and front-office administrative work. The supervisor helps maintain effective departmental communication, staff training, food safety and sanitation where applicable, accurate records and inventory, and a clean, properly maintained front-office and lobby area.

Requirements

Six months to one year of related experience; one year of college or technical school; or an equivalent combination of education and experience.
Solid organizational, time-management, and prioritization skills.
Exceptional customer service skills.
Excellent communication skills.
Self-motivated, strong work ethic, and drive to exceed expectations, with passion for guest service and attention to detail.
Valid driver's license from the state of residence with no major violations.

Responsibilities

Assist with supervision of Front Office associates, including hiring and training, assigning and directing work, appraising performance, rewarding and disciplining associates, and resolving complaints and problems.
Greet, register, and assign rooms to guests.
Answer telephone calls; make and confirm reservations; monitor room availability; block rooms; and program wake-up calls.
Post guest charges, compute bills, collect payments, and make change.
Handle guest mail and messages and perform checkout services.
Open and close shifts and make cash drops as necessary.
Maintain market stock and the coffee area as needed.
Help ensure cash and key control procedures are followed.
Help maintain proper shift coverage, including covering meal breaks and call-offs.
Schedule shuttle runs and provide safe guest transportation as needed at hotels with a shuttle.
Provide information about hotel services and hours, and give guests local directions and information.
Support departmental communication through logs, daily stand-up meetings, and monthly department meetings.
Assist with training Front Office staff, including position, brand, and applicable food safety training.
Help ensure food quality, sanitation, and proper food handling standards are met where applicable.
Perform administrative tasks such as room forecasting, resolving guest billing issues, tracking service trends, reconciling cash drawers and deposits, inventorying supplies, processing department payroll, and handling accounting and purchasing functions.
Maintain current records and files.
Ensure the cleanliness of the Front Office, lobby, and surrounding areas.
Help inspect fixtures, equipment, and conditions for proper operation and maintenance, and report deficiencies.