Front Desk Supervisor

Job Title: Front Desk Supervisor

Reports To: Front Office Manager 

FLSA Status: Non-Exempt

Summary: Responsible for supervising front office team members (front desk, valet, sundry shop) to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction by performing the following duties.

Duties and Responsibilities include the following.  Other duties may be assigned.

• Ensures outstanding customer care at all times.*
• Maintains a friendly, cheerful and courteous demeanor at all times.*
• Answers, courteously and accurately, inquiries from potential guests and accepts hotel reservations.* 
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.*
• Supervises daily shift process ensuring all team members adhere to standard operating procedures.*
• Trains, directs the work of, resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.*
• Resolves customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.*
• Adheres to company credit limit / floor limit policies.*
• Allocates rooms to expected arrivals after checking the guests preferences and special requests.*
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.*
• Supervises the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.*
• Performs other duties as assigned, requested or deemed necessary by management.

Supervisory Responsibilities:

Directly supervises front desk agents and valets. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of word processing software, spreadsheet software, inventory software, internet software, order processing systems, and contact management systems.

Education/Experience:

Associate's degree (A. A. / A. S.) or equivalent from two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills, and Other Abilities:

• Customer Skills
• Oral and written communication skills
• Professionalism

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk, and talk or hear. The employee is occasionally required to sit, use hands, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.