Front Desk Supervisor

DRIFTWOOD HOSPITALITY MANAGEMENT•Río Piedras, PR

26d•Onsite

About The Position

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel. At Hotel Rumbao, the Front Desk Supervisor is the key to a front office that runs in perfect rhythm, welcoming guests, directing staff, and delivering the culture, history, and excellence our brand is known for. This role suits a polished, guest-focused professional ready to lead by example, train the next generation of front desk talent, and keep every check-in and check-out running smoothly, during any of the operational shifts. As acknowledged in the Employment Application, the Hotel operates twenty-four (24) hours per day, seven (7) days a week. Given the management and salaried nature of the Front Desk Supervisor position, the operational expectation is to maintain flexibility and availability in accordance with operational business demands. Such requirements may include AM, PM, and Overnight availability, varying work schedules and days, weekends, holidays, and extended work hours as necessary to effectively fulfill the responsibilities of the role.

Requirements

At least two (3) years of previous experience in Hotel front of house operations and service.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
Two years combined prior front desk and supervisor experience.
Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
Ability to read, listens, and communicates effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.

Responsibilities

Communicate effectively both verbally and in writing to provide clear direction to staff.
Assign and instruct front desk clerks in details of work.
Observes performance and encourages improvement.
Greets guests immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Nonverbally confirm the room number and rate.
Provide welcome folders containing room keys, certificates, and coupons as appropriate.
Close out guest accounts at time of check out.
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash; make changes and balance as assigned house bank.
Accept and record vouchers, travelers’ checks, and other forms of payment.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using a positive and clear English language.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees.
Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Manage Third Party Internet billing and arrivals.
Prepare group arrivals.
Prepare pre-arrival packets as requested/required.
Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel.
Ensure compliance with all brand standards.
Coordinate and track successful completion of training on PMS system.
Monitor and track time and attendance of associates.
Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.
Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey.
Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.
Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
Manager on Duty (MOD) in absence of Front Office Manager
Turns in all lost and found items and all guest room keys.
Adheres to all company policies and procedures.
Follows safety and security procedures and rules.
Knows department fire prevention and emergency procedures.
Utilizes protective equipment.
Reports unsafe conditions to management.
Reports accidents, injuries, near-misses, property damage or loss to management.
Provides for a safe work environment by following all safety and security procedures and rules.
All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
Assists other Front Desk Personnel when need.
Perform any related duties as requested by management.