Guest Reception Supervisor

Montage International•Bluffton, SC

About The Position

The Guest Reception Supervisor oversees the daily operation of the Front Desk and orchestrates and expedites the guest registration and checkout process. The role includes greeting and escorting guests, handling registration and payments, maintaining the house bank and daily receipts, and supervising, coaching, and mentoring Guest Reception Agents. The supervisor also manages front-desk tasks and staffing as occupancy changes, resolves guest concerns, conducts pre-shift meetings and training, recognizes strong performance, handles discipline according to standard procedures, and maintains and follows up on a log of guest opportunities.

Requirements

Ability to speak, read, write, and understand the primary language or languages 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 education or equivalent required.
Two years of hotel front desk experience required.

Nice To Haves

Supervisory experience preferred.

Responsibilities

Greet arriving guests warmly and sincerely, and escort them to their rooms.
Register guests in the computer and verify reservation, address, and credit information.
Accept payment for guest accounts at registration and checkout.
Maintain a house bank and make a deposit and accurate daily report of receipts.
Supervise, coach, and mentor Guest Reception Agents to ensure proper registration and checkout procedures.
Perform and delegate guest pre-arrival, billing, and Guest Reception Desk organization tasks.
Manage staffing levels as occupancy fluctuates.
Resolve guest opportunities and use them as training tools to help prevent recurrence.
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.
Timely follow up on unresolved situations and share relevant information with other Managers.
Perform additional duties as necessary and assigned.