Front Desk Supervisor The Aloft Scottsdale

Crescent Careers•Scottsdale, AZ

11d•Onsite

About The Position

The Front Desk Supervisor oversees the daily operations of the hotel’s Front Desk staff to maximize revenues and profits while achieving optimal guest satisfaction. The role supervises Guest Service Agents, implements company programs, and ensures operations follow standard operating procedures while motivating associates to deliver quality service and hospitality. The supervisor addresses guest requests, concerns, and complaints; accommodates groups; and works to encourage repeat business. The position also includes supporting staff performance and development, maintaining professional standards, and helping ensure guest and associate safety and security. Other job-related duties may be assigned by the associate’s supervisor.

Requirements

Ability to communicate in English.
Self-starting personality and even disposition.
Maintain a professional appearance and manner.
Ability to communicate well with guests.
Willingness to help coworkers and work as a team player.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
Basic mathematical skills and considerable calculator skills to perform moderately complex calculations accurately.
Ability to access and accurately input 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.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Ability to solve routine workplace problems and ask for help when unsure how to perform a task.

Responsibilities

Supervise daily Front Desk operations and Guest Service Agents.
Interview, hire, train, recommend performance evaluations, resolve problems, maintain open communication, and recommend discipline or termination when appropriate.
Respond to guests’ special requests, needs, problems, issues, and concerns, and accommodate groups to support guest satisfaction and repeat business.
Implement company programs and ensure Front Desk operations comply with SOPS and LSOPs while maximizing revenue and motivating associates to provide quality service and hospitality.
Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for clerks and other employees.
Research customer complications and complaints and determine effective solutions.
Make decisions based on experience and judgment, adjusting approaches to unusual situations as needed.
Authorize revenue allowances to remedy problems only after other solutions have been offered.
Follow attendance rules and be available to work regularly.
Perform other job-related duties as assigned.
Treat guests and associates professionally, courteously, and respectfully.
Meet hotel standards for work procedures, dress, grooming, punctuality, and attendance; adapt to changes and learn or improve skills as needed.
Follow hotel security policies and procedures, including key controls, safe lifting, chemical use, and reporting safety hazards and concerns.