Front Desk Supervisor

Sage Hospitality•Denver, CO

3d•Onsite

About The Position

The Front Desk Supervisor oversees front office staff and operations to ensure efficient service and excellent guest experiences. The role provides professional, courteous, accurate, and timely assistance to arriving, departing, and in-house guests, including responding to reservation, hotel information, and guest concern inquiries in person and by telephone. The position also supports the training and coaching of front desk team members, handles guest accounts and cash transactions, and maintains accurate hotel records.

Requirements

High school education or equivalent experience.
At least one full year of employment experience in a related position with this company or another organization.
Understanding of hotel front office procedures.
High school graduate-level mathematical aptitude and knowledge of standard cash-handling procedures and computerized cash register systems.
Past experience dealing directly with the public and general knowledge of basic customer service skills.
Knowledge of company and hotel policies and procedures, and ability to determine a course of action based on those guidelines.
Supervision and management skills.
Ability to communicate information and hotel services to management and guests.
Ability to operate a computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to communicate frequently in person and by telephone; read written communications, analyze reports, and view a monochrome computer screen.
Excellent speech communication skills for continual interaction with guests and excellent literacy for analyzing report data, preparing reports, and initiating correspondence.
Ability to stand continuously for most of the shift and to lift guest luggage up to 50 pounds, push and pull a bell cart up to 50 pounds, and carry guest luggage up to 25 pounds, on a limited basis.

Responsibilities

Supervise front desk operations to ensure guests receive an optimal level of service and hospitality.
Train, direct, coach, and counsel front desk team members; resolve team issues and problems.
Resolve customer issues and complaints promptly and efficiently to maintain guest satisfaction and service quality.
Complete check-in procedures for arriving guests and facilitate departures, close guest accounts, and make rooms available for the next guest.
Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
Answer inquiries from potential guests and accept hotel reservations courteously and accurately.
Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Keep abreast of in-house and area functions to provide timely, knowledgeable responses to guest questions in person and by telephone.
Operate PBX equipment, assist with outgoing calls, schedule and set wake-up calls, and page guests.
Control front desk cash transactions and maintain responsibility for a personal bank as specified by hotel bank agreement policy.
Maintain a friendly, cheerful, and courteous demeanor.
Perform other duties as assigned, requested, or deemed necessary by management.

Benefits

Complimentary RTD EcoPass
Medical, dental, and vision insurance
Health savings and flexible spending accounts
Basic Life and AD&D insurance
Paid time off for vacation, sick time, community service, and holidays
Eligibility to participate in the Company’s 401(k) program with employer matching
Employee Assistance Program
Tuition reimbursement
Discounts on hotels, restaurants, and more
Eligibility to participate in the Employee Referral Bonus Program, with up to $1,000 per referral