Front Office Supervisor

TPG Hotels & Resorts•Atlanta, GA

8d•Onsite

About The Position

The Front Desk Agent is the first point of contact for guests and clients entering the establishment. They are responsible for providing excellent customer service, managing administrative tasks, and ensuring a smooth and welcoming experience for all visitors.

Requirements

High school education or equivalent experience.
Strong guest service orientation.
Basic accounting skills.
Familiarity with hospitality industry practices preferred.
Ability to remain calm and professional under pressure.
Proficiency in operating a computer, calculator, phone and other office equipment.
Excellent communication skills, both written and verbal, with good organizational and efficient time management skills.

Nice To Haves

LightSpeed system experience
MGS system experience
Power of M system experience

Responsibilities

Greeting and Check-In: Welcome guests, clients, or customers in a friendly and professional manner. Assist with the check-in process, verify reservations, and provide necessary information about the facility's services, amenities, and policies.
Check-Out and Payment Processing: Handle check-out procedures, process payments, and issue invoices or receipts as needed. Ensure accuracy in billing and resolve any payment-related queries.
Phone and Email Communication: Answer incoming phone calls, direct calls to the appropriate department or person, and provide information or assistance as required. Respond to emails and inquiries promptly and professionally.
Reservation Management: Manage room or service reservations, cancellations, and modifications. Ensure accurate data entry and maintain an up-to-date reservation system.
Guest Services: Assist guests with requests such as room changes, additional amenities, directions, and local recommendations. Address and resolve guest complaints or concerns in a timely and courteous manner.
Administrative Tasks: Perform various administrative duties, including managing mail and packages, maintaining the visitor log, organizing files, and ensuring the front desk area is organized and presentable.
Security and Access Control: Monitor access to the premises, issue visitor badges or passes, and ensure security protocols are followed. Collaborate with security personnel when necessary.
Multi-Tasking: Manage multiple tasks simultaneously, including attending to guests, answering phone calls, handling inquiries, and completing administrative tasks.
Collaboration: Work closely with other departments such as housekeeping, maintenance, and management to ensure smooth operations and guest satisfaction.
Emergency Response: Follow established procedures for emergency situations, such as fire alarms or medical emergencies. Provide assistance to guests and staff as needed.
Report to management the process every day.
Review the reservations before and after arrivals time: Credit card on file, arrivals time, special requested, charges correctly.
Ability to train the team, create strategies for customer service, and interact with the team and clients.