Front Desk Supervisor - The Elmore Hotel

Coury Hospitality•Southlake, TX

1d•Onsite

About The Position

The Front Desk Supervisor at The Elmore Hotel is responsible for overseeing front office operations and ensuring guest satisfaction. This role requires a strong commitment to guest service, excellent communication skills, and the ability to manage and train front desk staff. The supervisor will handle guest check-ins and check-outs, address guest issues, maintain knowledge of hotel services, and ensure adherence to accounting and security procedures.

Requirements

Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
Strong customer-relation skills with a total commitment to guest satisfaction.
Must be a "people-person" who thrives on public contact.
Ability to deal with guests when they are angry or upset.
Ability to supervise the front desk agents staff.
Professional appearance and mannerism.
Knowledge of computer keyboard and printer operation.
Ability to accurately and efficiently input information into computer systems.
Previous cashier experience/basic accounting skills.
Ability to work quickly and thoroughly when under pressure.
Knowledge of hotel facilities and features.
Ability to attend to more than one task at a time.
Ability to maintain excellent attendance and punctuality.
Knowledge of city and surrounding area.

Nice To Haves

Previous Front Desk and Customer Service experience preferred.
Opera or Lightspeed knowledge a plus.

Responsibilities

Maximize guest service by performing all duties toward that goal.
Greet guests and visitors in a friendly, professional manner, providing prompt attention and eye contact.
Be alert and ready to assist guests or visitors who appear to need help.
Register guests with advance reservations efficiently and pleasantly.
Greet and accommodate visitors looking for accommodations.
Set up accurate guest accounts based on preferences (room type, payment, etc.).
Accommodate room changes expediently.
Maintain a high level of knowledge about the hotel, including rates, promotions, room types, services, amenities, restaurant offerings, and historical significance.
Train and develop Front Desk Agents' knowledge and skills.
Provide constructive feedback to staff and comply with company policies and procedures.
Inform guests about city attractions, community events, and nearby areas of interest.
Resolve guest issues and respond to special requests.
Handle service failures by listening empathetically, reporting to management, and implementing service recovery responses.
Settle guest accounts upon check-out and process payments accurately.
Follow accounting procedures and cash handling policies.
Respond courteously and pleasantly to questions, providing accurate and helpful information.
Maintain proper key control and other security measures.
Participate in safety/security training and maintain knowledge of safety procedures, including life safety, emergency/fire evacuation, and other protocols.
Work closely and cooperatively with other front office and administration staff, including Valets, Bellman, Sales, and Accounting.
Exemplify strong teamwork and treat coworkers with professional respect.
Communicate pertinent guest information to designated departments/personnel.
Properly handle lost and found items.
Report accidents, injuries, and unsafe conditions to Management and Maintenance.
Report all maintenance issues for guest satisfaction.
Report to work wearing the required uniform and meeting professional grooming standards.
Maintain confidentiality of all guests and hotel information.
Perform other duties as assigned.