Guest Reception Supervisor

Montage Hotels & Resorts•Bluffton, SC

About The Position

The Guest Reception Supervisor oversees the daily operation of the Front Desk and orchestrates and expedites guest registration and checkout. The role includes welcoming arriving guests, escorting them to their rooms, managing guest accounts and payments, and maintaining accurate daily records of receipts. The supervisor leads Guest Reception Agents through coaching, mentoring, training, task delegation, staffing management, and performance recognition or discipline. The role also involves resolving guest concerns, recording opportunities and corrective actions, following up on unresolved situations, and communicating relevant information to other managers.

Requirements

Ability to speak, read, write, and understand the primary language(s) used in the workplace.
Ability to read and write to facilitate communication.
Good verbal and written communication skills.
Basic computational ability.
Basic computer skills.
Ability to supervise subordinate staff, including assigning duties, evaluating service, and taking disciplinary action when necessary.
Ability to solve problems and make rational decisions.
Knowledge of resort operations, services, and facilities.
High school or equivalent education required.
Two years of hotel front desk experience required.

Nice To Haves

Supervisory experience preferred.

Responsibilities

Greet guests upon arrival with a warm and sincere welcome and escort them to their rooms.
Register guests in the computer, verifying reservation, address, and credit information.
Accept payment for guests’ accounts at registration and checkout.
Maintain a house bank and make a deposit and accurate report of receipts daily.
Supervise, coach, and mentor Guest Reception Agents to ensure proper registration and checkout procedures.
Perform and delegate tasks associated with guest pre-arrival, billing, and organization of the Guest Reception Desk.
Manage staffing levels as occupancy fluctuates.
Resolve guest opportunities to ensure satisfaction and use them as training tools for Guest Reception Agents.
Conduct daily pre-shift meetings and participate in ongoing associate training.
Recognize outstanding service performance and handle discipline according to standard operating procedures.
Maintain a daily log of guest opportunities and corrective action steps.
Follow up on unresolved situations in a timely manner and pass appropriate information to other managers.
Perform additional duties as necessary and assigned.