Front Desk Supervisor

HEI Hotels & Resorts•San Antonio, TX

8d•Onsite

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 guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The role includes directing and supporting guest service agents, providing front-desk services, processing guest registrations and payments, responding to guest requests, and resolving complaints. The supervisor is expected to remain calm during emergencies and periods of heavy activity, exercise sound judgment, and maintain effective working relationships with guests and associates.

Requirements

One year of customer service experience in hospitality or a similar industry.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Basic mathematical skills and calculator proficiency to complete moderately complex calculations accurately.
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 emergencies, 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 direction to staff, assign and explain work to guest service agents, observe performance, and encourage improvement.
Greet guests promptly and warmly; understand requests, provide appropriate assistance, and share accurate information about hotel outlets and local attractions.
Process guest registration and checkout, enter and retrieve information in the computer system, confirm guest and room details, select appropriate rooms, code keys, and provide welcome materials as appropriate.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Verify and authorize credit cards; handle cash, make change, balance an assigned house bank, and accept and record vouchers, traveler’s checks, and other payments.
Post charges to guest rooms and house accounts using the computer, and perform moderately complex arithmetic calculations accurately.
Answer telephone calls, enter and retrieve messages, communicate messages to guests, and retrieve requested mail, small packages, and facsimiles.
Remain calm and alert during emergencies and busy periods, serving as a role model for clerks and other associates.
Research and resolve guest complications and complaints, selecting effective solutions and authorizing revenue allowances only after other alternatives have been offered.
Follow attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.