Front Desk Supervisor

HEI Hotels and Resorts•Atlanta, GA

22d

About The Position

Assist the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service, and compliance with corporate and franchise policies and procedures while meeting or exceeding financial goals. Ensure that arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The role also directs guest service agents, supports smooth front desk operations, and resolves guest concerns.

Requirements

One year of customer service experience in hospitality or a similar industry.
Ability to deal effectively with internal and external customers, including those requiring patience, tact, and diplomacy to resolve conflicts and collect accurate information.
Basic mathematical skills and the ability to use a calculator for moderately complex calculations without error.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to stand, walk, and continuously work behind the front desk.
Ability to observe and detect signs of emergency situations, with or without reasonable accommodation.
Ability to communicate verbally and in writing and prepare complex reports on room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Effective verbal and written communication skills, including adapting communication style to different audiences.

Responsibilities

Communicate clearly with staff, assign and explain work to guest service agents, observe performance, and encourage improvement.
Greet guests warmly and respond to requests with appropriate actions and accurate information about hotel outlets and local attractions.
Complete guest registration by entering and retrieving information in the computer system, confirming guest counts and room rates, selecting rooms, coding electronic keys, and providing welcome materials.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Close guest accounts at checkout; verify and authorize credit cards; handle cash, make change, balance an assigned house bank, and accept and record other forms of payment.
Perform moderately complex arithmetic calculations and post charges to guest rooms and house accounts using the computer.
Answer telephone calls, enter and retrieve messages, and deliver mail, small packages, and facsimiles to guests as requested.
Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for other associates.
Research and resolve guest complications and complaints, using sound judgment and offering alternatives before authorizing revenue allowances.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.