Front Desk Supervisor

HEI Hotels & Resorts•Atlanta, GA

About The Position

The Front Desk Supervisor assists 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. The role ensures that guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The position also directs and supports guest service agents, responds to guest requests and concerns, and performs front desk and related duties.

Requirements

One year of customer service experience in hospitality or a similar industry.
Ability to deal effectively with internal and external customers, including exercising patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Basic mathematical skills and considerable calculator proficiency for accurate, moderately complex calculations.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to stand, walk, and continuously perform duties 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 the ability to adapt communication style to different audiences.

Responsibilities

Communicate clear verbal and written direction to staff, assign and explain work to guest service agents, observe performance, and encourage improvement.
Greet guests warmly, listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration using the computer system, confirm guest and room-rate details, select rooms based on guest needs, code electronic keys, provide welcome materials, and close guest accounts at checkout.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Verify and imprint credit cards for authorization; handle cash, make change, balance an assigned house bank, and accept and record vouchers, traveler’s checks, and other payments.
Perform moderately complex arithmetic, post charges to guest rooms and house accounts, and use a computer and calculator accurately.
Answer telephone calls promptly, enter and retrieve messages, communicate messages to guests, and retrieve mail, small packages, and facsimiles as requested.
Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for clerks and other associates.
Research and resolve guest complications and complaints, use sound judgment to address unusual situations, and authorize revenue allowances only after offering other solutions.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.