Front Desk Supervisor
Westin Dulles, VA•Herndon, VA
•Onsite
About The Position
The Front Desk Supervisor is responsible for overseeing front desk operations and ensuring guests receive outstanding customer service. This role involves direct supervision of associates and supervisors, carrying out HR responsibilities, and maintaining a positive working environment. The supervisor must ensure all guests receive exceptional service, maintain property safety and security, and foster good working relationships with all staff.
Requirements
- Ability to speak, read, write, and understand English in order to interact with guests, staff, handle administrative duties, etc.
- Possess strong working knowledge of hotel operations and front office management.
- Possess a strong working knowledge of the hospitality industry.
- Ability to negotiate with confidence.
- Ability to persuasively resolve guest issues.
- Ability to organize oneself, one’s work, and the efforts of others and be attentive to detail.
- Ability to make effective judgments on the various components of the position and the property and to effectively solve guest and operational problems.
Responsibilities
- Directly or indirectly supervises associates and/or supervisors.
- Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws.
- Interviews, hires, and trains associates.
- Plans, assigns, and directs work.
- Appraises performance.
- Rewards and disciplines associates.
- Addresses complaints and resolves problems.
- Ensures that each Guest receives outstanding Guest Service by providing a Guest friendly environment.
- Greets and acknowledges every Guest.
- Maintains outstanding standards, solid product knowledge and all other components of Guest Service.
- Guarantees total guest satisfaction.
- Displays hospitality and professionalism to guests at all times.
- Takes pride in representing AURO Hotels professionally with guests.
- Assures that all transactions with guests are handled in a legal and ethical manner.
- Understands and applies all property safety and security procedures to maintain a secure and safe environment for associates and guests.
- Gets medical attention if necessary and contacts the GM or Human Resources immediately in the event of an accident or emergency.
- Maintains a favorable working relationship with all company associates to foster and promote a positive working environment.
- Supervises the Front Desk, Bell Stand, Valet, Drivers, PBX Operators and Night Audit to insure guests receive outstanding customer service in all areas of the hotel.
- Manages multiple activities often in stressful situations.
- Works with associates to provide outstanding customer service to guests.
- Reads, understands, interprets, and makes decisions regarding information found in a variety of related reports, financial statements, and other internal and external correspondence.
- Communicates and counsels associates as necessary.
- Composes and expresses thoughts, both verbally and in writing, in a clear, professional manner to ensure effective communications.
- Organizes oneself, one’s work, and the efforts of others and is attentive to detail.
- Makes effective judgments on the various components of the position and the property and effectively solves guest and operational problems.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
