Chase Park Plaza Front Desk Supervisor

Sonesta Hotels•St. Louis, MO

22h•Onsite

About The Position

The Front Office Supervisor will act as first line Front Desk support and assist in supervising all Front Office employees including but not limited to guest service agents, bellman, concierge, and PBX, to ensure superior guest standards and satisfaction are being followed. The Front Office Supervisor will act as department trainer to ensure consistency in training is being followed and achieved. The Front Office Supervisor will adhere to all brand standards and model the way for employees.

Requirements

Act as first line Front Desk support
Assist in supervising all Front Office employees
Ensure superior guest standards and satisfaction are being followed
Act as department trainer
Ensure consistency in training is being followed and achieved
Adhere to all brand standards
Model the way for employees
Accurate processing all cash and credit card transactions
Complete cashier and other reports
Prepare deposits
Count/secure assigned cash bank(s)
Ensure effective Front Desk communication and information system are being completed through logs, department meetings, and interaction with the staff
Provide service recovery as needed
Respond to guest complaints or concerns in a prompt and professional manner
Deliver on the promise of Sonesta Service in all interactions with guests and clients
Manage according to the Sonesta G.U.E.S.T. standards
Instill a passion for customer service in all associates of the hotel
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Support the department by checking guests in and out, issue room keys, provide information on hotel services and room location and answer phones in a prompt and courteous manner
Achieve high remarks through Trip Advisor, Upsells and Travel Pass sign ups
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
Perform Night Audit duties, as required
Be passionate and truly engaged in taking care of our guests
Recognize individual guests and anticipate their unique needs in order to exceed their expectations
Consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile Use eye and ear contact and guest’s name Establish/anticipate needs Solve and own all requests/complaints Thank everyone
Build solid relationship with your Colleagues
Treat colleagues with respect and dignity

Responsibilities

Ensure all staff is properly trained on all front desk and PBX operations, hotel facilities and services, local directions and safety and emergency procedures.
Ensure all staff has the supplies needed to effectively carry out their job functions.
Supervise Front Desk to ensure the delivery of superior guest services levels are exceeded for department by engaging guests and ensure customer satisfaction has been achieved.
Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
Supervisor will ensure effective Front Desk communication and information system are being completed through logs, department meetings, and interaction with the staff.
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
Supervisor will provide service recovery as needed in order to ensure complete guest satisfaction and will respond to guest complaints or concerns in a prompt and professional manner.
Deliver on the promise of Sonesta Service in all interactions with guests and clients.
Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Supervisor will support the department by checking guests in and out, issue room keys, provide information on hotel services and room location and answer phones in a prompt and courteous manner.
Act as a role model through achieving high remarks through Trip Advisor, Upsells and Travel Pass sign ups.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Perform Night Audit duties, as required.
You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
You will consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile Use eye and ear contact and guest’s name Establish/anticipate needs Solve and own all requests/complaints Thank everyone
Build solid relationship with your Colleagues Treat colleagues with respect and dignity
Other duties and responsibilities may be assigned.
The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.