Front Desk Supervisor

HEI Hotels and Resorts•San Antonio, TX

6d•Onsite

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 helps ensure that guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The supervisor directs and supports guest service agents, monitors performance, and helps resolve guest concerns. The position also performs front desk duties such as guest registration and checkout, payment handling, room assignment, telephone and message service, and use of hotel computer systems. The role requires remaining calm and alert during emergencies and periods of heavy activity, serving as a role model for other associates, and maintaining effective working relationships with guests and colleagues.

Requirements

One year of customer service experience in hospitality or a similar industry.
Ability to deal effectively with internal and external customers, including demonstrating 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

Assist the Front Office Manager in managing Front Office operations and meeting customer satisfaction, quality, policy-compliance, and financial goals.
Help ensure guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner.
Communicate clear direction to staff, assign and instruct guest service agents, observe their performance, and encourage improvement.
Greet guests promptly and courteously, listen to requests, provide appropriate assistance, and share accurate information about hotel outlets and local attractions.
Complete guest registration using the computer system, confirm guest and room information, select rooms based on guest needs, code electronic keys, and provide welcome materials.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Close out guest accounts at checkout, authorize credit cards, handle cash and other payment forms, balance an assigned house bank, and post charges to guest rooms and house accounts.
Answer the telephone, input and retrieve messages, and retrieve mail, small packages, and facsimiles for guests as requested.
Remain calm and alert during emergencies and heavy hotel activity, and serve as a role model for clerks and other associates.
Research and resolve guest complications and complaints using sound judgment; authorize revenue allowances only after other solutions have been offered.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.