PM Front Desk Supervisor
About The Position
The PM Front Desk Supervisor assists the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service, and compliance with corporate and franchise policies and procedures while meeting or exceeding financial goals. The role ensures that guest arrivals, departures, and other guest interactions are handled efficiently and in a friendly manner. The supervisor provides direction to guest service agents, monitors performance, and encourages improvement. The role also performs front desk duties, including welcoming guests, completing registrations and checkouts, processing payments, handling guest requests, and resolving complaints. The supervisor is expected to remain composed during emergencies and periods of heavy activity, use sound judgment, and be available to work regularly.
Requirements
- One year of customer service experience in hospitality or a similar industry.
- Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
- Basic mathematical skills and considerable calculator proficiency for moderately complex calculations.
- Ability to access and accurately enter information using a moderately complex computer system.
- Ability to stand, walk, and continuously perform duties behind the front desk.
- Ability to observe and detect signs of emergency situations, with or without reasonable accommodation.
- Ability to communicate verbally and in writing and prepare complex reports on room availability and revenues generated.
- Ability to establish and maintain effective working relationships with associates, customers, and patrons.
- Effective verbal and written communication skills, including the ability to adapt communication style to different audiences.
Responsibilities
- Communicate clear direction to staff, assign and explain work to guest service agents, observe performance, and encourage improvement.
- Greet guests warmly, listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
- Complete guest registrations using the computer system, confirm guest and rate information, select rooms based on guest needs, code electronic keys, provide welcome materials, and close guest accounts at checkout.
- Promote HEI Hotels and Resorts and brand-specific marketing programs.
- Verify and imprint credit cards for authorization; handle cash, make change, and balance an assigned house bank.
- Accept and record vouchers, traveler’s checks, and other forms of payment; post charges to guest rooms and house accounts using the computer.
- Answer telephone calls, enter and retrieve messages, communicate messages to guests, and retrieve mail, small packages, and facsimiles as requested.
- Remain calm and alert during emergencies and busy periods, serving as a role model for clerks and other associates.
- Research and resolve guest complications and complaints, determine effective solutions, and authorize revenue allowances only after offering other alternatives.
- Comply with attendance rules and maintain regular availability for work.
- Perform other job-related duties as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) savings plan with matching funds
- Life insurance, including supplemental, spousal, and child coverage
- Short- and long-term disability plans
- Employee assistance program
- Parental leave
- Vacation, sick, and holiday programs
- Pet insurance
- Discounted hotel room rates
- Discount programs through YouDecide
- Daily Pay Program
- Free parking
- Associate recognition and reward programs, celebrations, and informational events
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
