PM- Front Desk Supervisor

Stonebridge Hospitality Associates•Washington DC, DC

9d•Onsite

About The Position

The purpose of a Guest Services Supervisor is to be a Manager on Duty and overseeing the responsibilities of the Front Office staff ensuring that the guests are being serviced in a professional and competent manner. This role involves working with the Guest Services Manager to train and monitor front office staff, monitoring Guest Service Scores daily and taking action to improve guest satisfaction through training, coaching and problem resolution. The supervisor will also communicate with other departments regarding guest requests and maintenance issues, and possess a complete working knowledge of the software system, including all daily transactions and those which are not performed often. They will assist with reservations, checking guests in and out, posting charges, and handling payments. Additionally, the supervisor will handle special requests, group blocking, and unusual circumstances, while maintaining regular attendance, punctuality, and professional appearance.

Requirements

Must have flexibility to work nights and weekends.
Must be able to read and write fluent English.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to interpret and perform basic computer and POS system functions.
Knowledge of Outlook, Word and Excel.
Associate demonstrates a high QUALITY of work: Demonstrates accuracy and thoroughness. Monitors own work to ensure quality. Provides the best possible service to clients and customers.
Associate demonstrates acceptable PRODUCTIVITY standards Meets or exceeds productivity standards. Produces adequate volume of work efficiently in a specific time.
Associate demonstrates excellent CUSTOMER SERVICE SKILLS Responds to requests for service and assistance. Demonstrates the desire and ability to provide high quality service to both internal and external customers. Solicits customer feedback to improve service.
Associate demonstrates INITIATIVE Asks for and offers help when needed. Includes appropriate people in decision-making.
Associate demonstrates ACCOUNTABILITY for their job performance Takes responsibility for own actions. Performs work with little or no supervision; works independently. Can be relied upon regarding task completion and follow up.

Nice To Haves

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Work with Guest Services Manager to train and monitor front office staff.
Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution.
Communicates with the Engineering Department regarding any maintenance requests from the guests.
Communicates with the Housekeeping Department regarding guest rooms and requests.
Has complete working knowledge of software system, including all daily transactions and those which are not performed often.
Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel.
Knows how and where to post all charges.
Handles checks and credit cards received from the guests for payment of hotel charges.
Knows all room rates.
Assists the Guest Service Manager by handling special requests, group blocking and unusual circumstances.
Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
Performs any other duties as requested by supervisor.
Position will supervise front desk staff, in conjunction with the Guest Service Manager.