Resort Front Desk Supervisor

Avion Hospitality Employee Services LLC•Lexington, KY

1d•Onsite

About The Position

The Front Desk Supervisor is responsible for assisting the Front Desk Manager and/or Front Office Director while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

Requirements

At least 2 to 3 years of progressive experience in a hotel or a related field.
High School diploma or equivalent.
Must have a valid driver's license for the applicable state.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must be able to work well in stressful, high-pressure situations, including ability to handle guest objections and disputes to satisfactory results.
Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
Must maintain composure and objectivity under pressure.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
Must be able to work with and understand financial information and data, and basic arithmetic functions.

Nice To Haves

College course work in related field helpful.
Previous supervisory responsibility preferred.

Responsibilities

Assisting the Front Desk Manager and/or Front Office Director.
Providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay.
Maximizing room revenue and occupancy.
Approaching all encounters with guests and associates in a friendly, service-oriented manner.
Maintaining regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
Maintaining high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag when working.
Complying at all times with Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.
Maintaining a friendly and warm demeanor at all times.
Setting the standard for guest relations at the Front Desk.
Obtaining all necessary information when taking room reservations.
Monitoring all V.I.P. and special guest requests.
Reviewing Front Office log and Trace File daily.
Fully comprehending and executing all relevant phases of the front desk computer system.
Ensuring logging and delivery of all messages, packages, and mail in a timely and professional manner.
Being aware of all rates, packages, and promotions currently underway.
Being familiar with all in-house groups.
Being aware of all closed out and restricted dates.
Following and enforcing all Avion Hospitality hotel credit policies.
Performing all duties of Front Desk Agent.
Completing and ensuring that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
Maintaining proper operation of the P.B.X. console and ensuring that all Avion Hospitality standards are met.
Establishing and maintaining good communications and teamwork with fellow associates and other departments within the hotel (setting example for other associates, being the team leader).
Assisting the G.S.M. in ensuring that associates are following and maintaining Avion Hospitality standards (i.e., answering phones, call-backs to guests, guest request log).
Having knowledge of and assisting in all emergency procedures as required.
Overseeing and ensuring that all guests are checked in/out in a friendly, efficient and courteous manner.
Performing, completing and ensuring that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
Ensuring that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and all other associates.
Ensuring the maximization of room revenue through Rooms Merchandising.
Answering all guest inquiries in a timely and professional nature.
Being involved in departmental meeting, planning and execution.
Helping maintain productivity levels at or above budgeted standards.
Performing any other duty as required by management.
Assisting in training of new hires and current associates on a regular basis.
Attending meetings as required by management.