Front Desk Supervisor - AM / PM

AccorHotel•Louisville, KY

About The Position

The Front Desk Supervisor handles internal and external guest issues in the manager’s absence. Operating primarily from the front desk, this position ensures front desk and valet functions are completed accurately and efficiently, and that major guest or employee complaints are communicated and documented for management. The supervisor serves as a liaison between the Front Desk, Housekeeping, and Engineering, ensuring requests are fulfilled in a timely manner. The position supervises Front Desk Agents and Valets and manages front office and valet staff during assigned shifts.

Requirements

Knowledge of standard cash-handling procedures and computerized cash register systems.
Prior experience dealing directly with the public and general knowledge of basic customer service skills.
Fluency in English.
Ability to understand and follow verbal and written instructions, work on multiple tasks, and communicate verbally and in writing.
Ability to use tact and understanding when handling customer service problems, including stressful and highly emotional situations.
Strong organizational skills and attention to detail, particularly when performing multiple tasks.
Ability to use standard office equipment, including telephone, copier, POS, PC, fax machine, and PBX system.

Responsibilities

Respond professionally and courteously to arriving, departing, and in-house guests, providing accurate and timely information and services.
Respond to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Manage front office and valet staff during assigned shifts and oversee their day-to-day operations, ensuring established policies are followed.
Complete established check-in procedures for arriving guests using manual and computerized methods.
Facilitate guest check-out by following established procedures to close guest accounts and prepare rooms for the next sale.
Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
Answer inquiries and accept reservations in person and by telephone; communicate hotel rates and information and use suggestive selling techniques to increase occupancy and revenue.
Maintain knowledge of in-house and area functions to respond to guest questions and concerns.
Operate PBX equipment, answer incoming calls within two rings, assist with outgoing calls, schedule wake-up calls, and page guests.
Maximize revenue in phone, desk, and valet transactions.
Control cash transactions at the front desk or valet area and maintain responsibility for the personal bank according to hotel policy.
Maintain a friendly, cheerful, and courteous demeanor.
Process guest mail, messages, and faxes by receiving, sorting, notifying, and distributing them to guests.
Review guest issues, contact appropriate departments, determine recovery, follow up with guests, maintain an incident log, and report or escalate issues to management as appropriate.
Maintain department and front desk log books and other established information and communication sources.
Ensure the AM and PM shift sheet is completed each day.
Perform other duties as assigned, requested, or deemed necessary by management.