Front Desk Supervisor

PEREGRINE ATLANTA BUCKHEAD MANAGEMENT LL•Atlanta, GA

14d

About The Position

The Front Desk Supervisor oversees front desk staff to support smooth and efficient hotel operations. This customer-service-oriented role represents the hotel professionally to guests, clients, agents, and the community, and upholds standards for service, organization, record keeping, telephone operations, and guest interactions. The supervisor trains and monitors staff, supports reservations and guest arrivals and departures, and coordinates guest requests throughout their stay. The role also helps maintain property safety and security, communicates guest needs and feedback to management and staff, supports revenue goals through sales strategy and service, and carries out supervisory duties in accordance with hotel policies and standard operating procedures.

Requirements

At least 2 years of hotel front desk experience.
Previous experience in a leadership role.
Excellent people skills to supervise staff.
Marriott systems knowledge.
Ability to lift and/or carry up to 50 pounds.
Ability to hear, understand, and communicate orally and in writing with staff, vendors, and guests during normal in-person and phone conversations.
Ability to stand and walk for extended periods.
Ability to bend, twist, push, pull, stoop, and kneel.

Responsibilities

Train and monitor front desk staff.
Use the hotel software system and assist with reservations and guest check-in and check-out.
Provide friendly and courteous telephone service and interactions with guests and fellow employees.
Coordinate with guests from before arrival through departure, including reservations, wake-up calls, check-in, check-out, routing needs, posting charges, and special requests.
Protect the security and privacy of guest rooms and administrative keys.
Communicate with management and staff through scheduled reports, customer feedback, and information about guest needs.
Assist with special requests, group blocking, and unusual circumstances.
Conduct hotel site inspections to maintain property safety and chaperone tours for prospective clients.
Maximize revenue through sales strategy and outstanding customer service.
Maintain knowledge of property and competitor rates, features, amenities, and area attractions to assist clients and support competitive awareness.
Maintain confidentiality of company information, including performance statistics, client agreements, prospective business, and financial information.
Support property safety through risk-management behavior, proper inspections, participation in the Safety and Security Committee, and knowledge of emergency procedures.
Serve as a role model by demonstrating appropriate behaviors.
Carry out supervisor responsibilities in accordance with hotel policies and standard operating procedures.
Train and develop associates in 4 Keys service standards, technical skills, standard operating procedures, and safety standards.
Foster open communication among employees.
Perform additional duties as assigned by management.