Hotel Front Desk Supervisor

Lodging Dynamics • Scottsdale, AZ

1d

About The Position

The Front Desk Agent ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere by acting pleasant, professional and efficient.

Requirements

• High school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.
• Ability to stand for 8+ hours a day.
• Ability to work weekends, holidays (overtime if available).
• Minimum of 1 year experience as a front desk supervisor
• Good understanding of procedures and practices in the hospitality industry
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• The ability to provide exceptional customer service
• Good leadership abilities

Nice To Haves

• PREVIOUS HOTEL FRONT DESK EXPERIENCE NOT REQUIRED BUT STRONGLY PREFERRED
• PEP PMS experience (not required but strongly preferred).

Responsibilities

• Books guest reservations and/or coordinates with reservation center
• Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals.
• Greets, registers, and assigns rooms to guests
• Handles confidential information, including guest records, with a high degree of integrity
• Answers and routes call as appropriate; takes guest messages with accuracy
• Assists with sales and marketing efforts as directed by the General Manager
• Offers and properly handles requests for wake-up calls
• Records pertinent guest information in the pass on log
• Replenishes continental breakfast as needed and keeps area clean
• Ensures common area/lobby is clean
• Performs laundry functions as directed
• Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.
• Answers phone in a prompt, efficient, and friendly manner.
• Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.
• Answers guests' questions about the property and amenities and is able to refer and direct guests to area attractions and outlets.
• Arranges for the appropriate transportation of guests to and from the hotel when necessary.
• Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
• Defining and implementing front desk objectives and procedures.
• Supervising staff and all front desk activities including bookings, appointments, phone calls, and emails.
• Assisting Front Office Manager and Assistant Front Office Manager
• Performing administrative duties such as filing and updating records, among others, as needed.
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken.
• Follow up to ensure guest satisfaction.
• Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges and check-outs.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier's report, prepares deposit and counts cashier bank.
• Balances cash bag at open and closing of each shift.
• Transmits and receives messages using equipment such as computer, telephone, email, fax and switchboard.
• Provides a professional image at all times through appearance and dress.
• Follow company policies and procedures.

Benefits

• Full suite of benefits including health, dental, vision, 401(k), pet insurance, and other supplemental benefits
• Paid time off for full AND part time associates
• Travel discounts at hotel partners and franchises around the world
• Participation in our Wellness program
• On-demand pay opportunities for instant pay between paychecks
• Leadership development program and growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees