Overnight Front Desk Supervisor

AccorHotel•Miami, FL

10h

About The Position

Job Purpose: Under the guidance of the Front Desk Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Guest Services Department, including training, motivating and managing the employees.

Requirements

High School Diploma or equivalent required. Bachelor’s Degree preferred
Minimum two (2) years’ experience in reservations, one year experience in front desk operations, and one year experience in direct sales or retail trade; OR, an equivalent combination of education and experience. Preferably in an upscale or lifestyle brand hotel
Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
Enter and locate work related information using computers and/or point of sale systems
Ability to spend extended lengths of time viewing a computer screen
Possess a gracious, friendly, and fun demeanor
Ability to multitask, work in a fast-paced environment and have a high level attention to detail
Maintain positive and productive working relationships with other employees and departments
Ability to work independently and to partner with others to promote an environment of teamwork
Must be able to stand or walk a minimum eight-hour shift.
Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
Must have excellent communication skills and be able to read, write, speak and understand English.
Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations
Any other reasonable duties as assigned by the supervisor or manager.
We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

Nice To Haves

Additional language ability preferred.

Responsibilities

Determine work procedures, prepares work schedules, and expedites workflow of subordinates; assign duties and examines work for preciseness, neatness, and conformance to policies and procedures; study and standardize procedures to improve efficiency of subordinates.
Adjust errors and responds to concerns.
Keep records of room availability, rates, etc.
Make, confirm and cancel reservations, usually over telephone, fax or other reservation system.
On a daily basis, block rooms for V.I.P.’s, and “sets the house” (balances and assigns rooms).
Track and bill “no-show” guests.
Understand and enforce hotel and company credit policies.
Utilize yield management polices to maximize revenue and occupancy and work closely with sales department to implement strategies to maximize room revenue.
Other duties as assigned.
Answer all phone calls promptly and in a courteous manner.
Be knowledgeable of current rates, marketing specials, hotel operations and other information necessary to answer guest inquiries.
Know the layout of the hotel including all room types, suites and meeting rooms.
Have a complete working knowledge of the reservation functions in the hotel.
Be aware at all times of the selling status of the hotel.
Have a complete knowledge of our special rates and packages and know which benefits are included in each.
Secure all required information from the guest when making a reservation.
Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
Responds to all customer requests in a timely and personable manner.
Follow up on any guest requests to ensure satisfaction in a friendly and professional service style.
Process all advance deposits on future reservations, and post each deposit to guest’s reservation.
Balance shift audit and run necessary reports daily.
Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, mail out brochures as requested.
Be aware of, and adhere to the rules and regulation of the hotel and the Reservations department.
Plan and participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.
Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.
Assist with inputting weekend third party reservations such as internet and wholesale.
Perform daily office duties and any other projects assigned by managers.
Attends all scheduled trainings, classes and meetings
Comply with Ennismore Work Rules and Standards of Conduct
We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.
Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
Remain calm and alert, especially during emergency situations and/or heavy hotel/restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.
Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
Attend mandatory meetings including divisional meetings, staff meetings, etc.
Participate in community events and ensure corporate social responsibility goals of the company are met.
Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.
Keep work area clean and organized.
Ensure confidential documents are kept in a secured area.
When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
Complete other duties as assigned by the Department Head..
Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
Ensure compliance with the company’s policies and procedures.
Assimilate into the company’s culture through understanding, supporting and participating in all the company elements. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.