Front Desk Supervisor
About The Position
The Hotel Front Office Manager is responsible for the overall day-to-day operations of the Hotel Front Desk. This position will manage everything from registration and reservations to guest expectations. Responsible for providing attentive, cheerful, courteous, professional customer service, always striving to exceed their expectations, and creating a WOW experience. Responsible for managing and coaching the front office team to deliver memorable guest experiences. Engage with guests to build personal relationships and resolve guest complaints. Responsible for conducting regular front office inspection to ensure that company is making a great first impression. Handle all financial verification transactions carefully to ensure Front Desk Guest Service Representative cash banks are accurately balanced at the end of each shift. Accurately complete checklists and required reports, review schedules for accuracy and staffing demands. Responsible for coordination and communication with Engineering, Housekeeping, and Security to resolve issues and concerns. Assist Hotel Manager with budgeting and forecasting, advertising, and marketing campaigns for the hotel. Maintain and execute staff engagement programs by monitoring team performance and contribution to overall department goals. Communicate with team members to promote a positive work environment and maintain morale. Monitor and correct performance of employees; Coach/Counsel team members as needed; Issue Disciplinary Action. Performs other job-related duties as assigned.
Requirements
- Must be 21 years of age.
- 3 years of Front Office experience or Hotel Management experience.
- Money handling, basic level math, accounting responsibilities.
- High School Diploma or GED.
- Excellent customer service, written and verbal communications and telephone etiquette skills.
- Proficiency with MS Office, and OPERA software.
- TAM card.
Nice To Haves
- A college degree is preferred but not required.
- Previous experience working in a similar setting.
Responsibilities
- Manage the overall day-to-day operations of the Hotel Front Desk.
- Manage registration and reservations.
- Manage guest expectations.
- Provide attentive, cheerful, courteous, professional customer service.
- Create a WOW experience for guests.
- Manage and coach the front office team to deliver memorable guest experiences.
- Engage with guests to build personal relationships and resolve guest complaints.
- Conduct regular front office inspections.
- Handle all financial verification transactions carefully to ensure Front Desk Guest Service Representative cash banks are accurately balanced at the end of each shift.
- Accurately complete checklists and required reports.
- Review schedules for accuracy and staffing demands.
- Coordinate and communicate with Engineering, Housekeeping, and Security to resolve issues and concerns.
- Assist Hotel Manager with budgeting and forecasting, advertising, and marketing campaigns for the hotel.
- Maintain and execute staff engagement programs by monitoring team performance and contribution to overall department goals.
- Communicate with team members to promote a positive work environment and maintain morale.
- Monitor and correct performance of employees.
- Coach/Counsel team members as needed.
- Issue Disciplinary Action.
- Perform other job-related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
